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For Companies At a Glance
- Tasks: Lead customer service efforts, resolving queries and improving systems based on member feedback.
- Company: Join RAC, a leader in customer service and support, dedicated to helping our members.
- Benefits: Enjoy hybrid work, 25 days leave, free breakdown service, and a pension scheme with employer contributions.
- Why this job: Be the voice of the member, drive impactful changes, and thrive in a supportive, inclusive culture.
- Qualifications: 3+ years in customer service, strong communication skills, and ability to analyze complex data.
- Other info: Free onsite parking and access to exclusive discounts for employees.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting new permanent opportunity for a Customer Service Lead working within the myRAC team. Your role will be to support front line teams with queries providing efficient colleague and member resolutions, but also then acting as a bridge between Contact Centre agents and the myRAC digital team, recommending system improvements and features from trends and patterns. This role is based in Bradley stoke , working hybrid hours What you will do Ensure prompt acknowledgment, updates and resolution of member and colleague queries, including App reviews and feedback. Ensure all m yRAC complaints escalated to RAC Customer Care and the team is supported with the resolution. Ensure regulatory compliance for member contacts and ensure all member cases exceed a 90% Quality Assessment score Stay updated and adhere to RAC Customer facing best practices, such as Tone of Voice and Treating Customers Fairly (TCF).
Customer Service Lead employer: RAC Motoring Services Careers
Contact Detail:
RAC Motoring Services Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Familiarize yourself with the myRAC platform and its features. Understanding the product inside and out will help you effectively communicate with both customers and the digital team, showcasing your ability to bridge gaps.
✨Tip Number 2
Stay updated on industry trends and competitor products. This knowledge will not only help you in discussions but also demonstrate your proactive approach to improving customer service and member experience.
✨Tip Number 3
Develop strong communication skills by practicing how to distill complex information into clear, actionable insights. This will be crucial when producing reports and communicating changes to colleagues.
✨Tip Number 4
Network within the organization, especially with senior leaders. Building these relationships can provide you with valuable insights and support as you champion the voice of the member.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Service Lead position. Understand the key responsibilities and required skills, such as customer service experience and strong communication abilities.
Tailor Your CV: Customize your CV to highlight relevant experience that aligns with the job requirements. Emphasize your customer service background, ability to distil complex data, and any experience in a leadership role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the RAC's values. Mention specific examples of how you've successfully resolved customer queries or improved processes in previous roles.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that demonstrate your impact in previous positions. For example, mention any improvements in customer satisfaction scores or successful project implementations.
How to prepare for a job interview at RAC Motoring Services Careers
✨Showcase Your Customer Service Experience
Make sure to highlight your previous customer service roles, especially any leadership experience. Discuss specific examples where you resolved complex issues or improved processes, as this will demonstrate your capability to support front line teams effectively.
✨Demonstrate Data Analysis Skills
Prepare to discuss how you've previously distilled complex data sets into actionable insights. Bring examples of reports you've created and how they influenced decision-making or improved customer satisfaction.
✨Communicate Clearly and Effectively
Since strong communication skills are essential for this role, practice articulating your thoughts clearly. Be ready to explain how you would produce effective communications for colleagues with varying levels of technical knowledge.
✨Understand the Company and Its Products
Research RAC and its myRAC products thoroughly. Familiarize yourself with their services, recent changes, and competitor offerings. This knowledge will help you champion the voice of the member and suggest relevant system improvements during the interview.
