At a Glance
- Tasks: Provide outstanding customer service over the phone and manage emergency situations.
- Company: Join RAC, a supportive team dedicated to helping others.
- Benefits: Enjoy 23 days holiday, bonus scheme, and discounts on high street retailers.
- Other info: Be part of a diverse and inclusive culture with great career growth opportunities.
- Why this job: Make a real difference by helping customers during their breakdowns.
- Qualifications: Strong communication skills and ability to thrive in high-pressure environments.
The predicted salary is between 30000 - 42000 € per year.
Overview
RAC have exciting opportunities for Customer Service Specialists to join our team in Bescot on a Fixed Term Contract or Permanent basis working within our friendly and welcoming Out of Hours BAC team.
We have full time night shift opportunities available.
Monday to Sunday, Night shifts between 8pm-6:30am.
This overnight position will require you to make both inbound and outbound calls to customers; you will also receive inbound calls from our patrol team, contractors and flatbed drivers requesting updates or any additional information needed before arriving at the scene of a breakdown. You will speak with RAC Colleagues and customers over the phone to provide updates (e.g., ETA) about their breakdown.
This is a great role for someone who enjoys interacting with people over the phone daily and delivering outstanding customer service with empathy and control. You will manage the message inbox, reply to emails within agreed timescales, and handle emergency situations.
Responsibilities
- Identify customer delay and collaborate with the wider Customer Service team to gain a resolution; where appropriate, agree alternative deployment decisions
- Ensure compliance with processes and contractual agreements
- Communicate plans to resolve customer situations and manage their experience through to completion
- Achieve the performance objectives required by the business
- Engage with various internal and external contacts
- Deliver effective deployment decisions through RAC Resources and the RAC Contractor network to customers in a timely and efficient manner
Qualifications and Skills
- Ability to work in a high-pressured environment while providing outstanding customer service
- Strong PC/keyboard skills and the confidence to communicate professionally across all levels with RAC colleagues and customers
- Proactive, with the initiative to prevent further problems from arising
- Experience from a Call Centre or Contact Centre environment is an advantage
Benefits and rewards
- Eligibility to join our bonus scheme
- Holidays - 23 days plus bank holidays, rising to 25 with service
- Group Personal Pension scheme with employer contributions up to 6.5%
- Family leave support, including paid time off and resources to balance work and family commitments
- Confidential personal support service, available 24/7 for you and eligible family members
- Car salary sacrifice scheme after 12 months of employment
- RAC Ultimate Complete Breakdown Service from Day One
- Access to Orange Savings – discounts on high street retailers, holidays, tech and more
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’—a unique opportunity to share in the future success of the RAC.
Together we are all #OrangeHeroes. Be a part of our journey!
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.
Customer Solution Specialist CSC OOH in Walsall employer: Rac
RAC is an exceptional employer, offering a supportive and inclusive work culture in Bescot for Customer Solution Specialists. With opportunities for personal growth, a comprehensive benefits package including a bonus scheme, generous holiday allowance, and a unique share scheme, employees are empowered to thrive both professionally and personally. Join our dedicated team and become part of a community that values outstanding customer service and teamwork, all while enjoying the flexibility of night shifts.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solution Specialist CSC OOH in Walsall
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on RAC and their values. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Try role-playing common customer service scenarios with a friend or family member. This will help you feel more confident when handling those tricky calls during the interview.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your ability to empathise and communicate effectively. Remember, they want someone who can handle high-pressure situations while keeping customers calm and informed.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the RAC family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Solution Specialist CSC OOH in Walsall
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Solution Specialist role. Highlight your experience in customer service, especially in high-pressure environments, and show us how you can bring empathy and control to our team.
Show Off Your Communication Skills:Since this role involves a lot of phone interaction, let your written application reflect your communication prowess. Use clear, concise language and demonstrate your ability to engage with customers effectively, just like you would on the phone.
Highlight Relevant Experience:If you've worked in a call centre or contact centre before, make sure to mention it! We want to see how your past experiences can help you thrive in our Out of Hours BAC team. Share specific examples of how you've handled customer situations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join the RAC family!
How to prepare for a job interview at Rac
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Solution Specialist role. Familiarise yourself with the responsibilities, especially around handling inbound and outbound calls, and managing customer expectations during breakdown situations. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about delivering outstanding customer service, prepare examples from your past experiences where you've successfully handled difficult situations or provided exceptional support. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to empathise and control situations under pressure.
✨Practice Your Communication Style
As you'll be communicating with various internal and external contacts, it's crucial to demonstrate clear and professional communication during the interview. Practice speaking clearly and confidently, and consider doing mock interviews with a friend to refine your style. Remember, the interviewers will be looking for how well you can convey information and manage conversations.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the team, company culture, and what success looks like in this role. This not only shows your interest but also helps you gauge if the company is the right fit for you. Ask about their approach to handling high-pressure situations or how they support their staff in achieving performance objectives.
