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For Companies At a Glance
- Tasks: Make inbound and outbound calls to assist customers and colleagues during breakdowns.
- Company: Join RAC, a trusted name in roadside assistance for over 128 years.
- Benefits: Competitive salary, bonus scheme, pension contributions, and free breakdown service.
- Why this job: Be part of a supportive team making a real difference in customers' lives.
- Qualifications: Strong communication skills and a knack for problem-solving in high-pressure situations.
- Other info: Flexible hours available, with opportunities for career growth and development.
The predicted salary is between 18000 - 26000 £ per year.
About The Role
RAC has an exciting opportunity for a Customer Solution Specialist to join our team in Bescot, Walsall on a Secondment working within our friendly and welcoming CSC team! This position will require you to make both inbound and outbound calls to customers and receive inbound calls from our patrol team, contractors and flatbed drivers requesting updates or any additional information they may need before arriving at the scene of a breakdown. As well as speaking with RAC Colleagues, you can also expect to be speaking with our customers over the phone providing them any necessary updates they may need to know about their breakdown such as ETA updates.
Salary is £22,222.2 + Bonus. Working hours will be aligned to the operational hours of the relevant function, including weekend and bank holidays with the requirement to work occasionally at other sites. Monday to Sunday, between 6am and Midnight. We are looking for part-time or full-time colleagues to join us!
There will be SLA/KPI responsibility for productivity, downtime, and complaint compensation.
What we are looking for:
- To ensure compliance to our processes and contractual agreements.
- Effectively communicate with our patrol team, guaranteeing patrol calls are answered and patrol messages are responded to within the SLA.
- Provide patrol colleagues with a right first-time resolution to all contact enquiries.
- Follow established processes for job cancellations, end-of-shift and Finish on Time, and ensuring tasks are completed on time.
- Support continuous improvement by identifying recurring contact themes and suggesting solutions to enhance response times.
- Escalate urgent or high-risk cases promptly to ensure swift resolution.
- Monitor and balance contact volumes to maintain efficient service levels and timely response.
The ideal candidate will enjoy working in a high-pressured environment and still be able to provide an outstanding level of customer service to both our colleagues at roadside and customers who are in difficult situations. This role requires strong PC/Keyboard skills as well as the confidence to communicate professionally across all levels with both RAC Colleagues and RAC Customers. To be successful you will need to use your initiative and pro-actively prevent further problems from arising. You will be part of a great team here, so we are looking for someone who enjoys interacting and supporting their team members and department to achieve targets and goals. Candidates from a Call Centre or Contact Centre background tend to succeed in this position.
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:
- Eligibility to join our bonus scheme.
- Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
- 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
- Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
- Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
- Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
- FREE RAC Ultimate Complete Breakdown Service from Day One.
- Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
- FREE onsite parking.
When you join us, you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!
Why RAC?
For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand. We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we’ll be with you every step of the way to help you grow and develop your career.
CSC - Customer Solutions Specialist in Walsall employer: Rac
Contact Detail:
Rac Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CSC - Customer Solutions Specialist in Walsall
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on RAC. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your phone skills! Since this role involves a lot of communication over the phone, try role-playing with a friend or family member. Focus on being clear, concise, and friendly – just like you would be with customers at RAC.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues or improved processes. This will demonstrate your initiative and ability to handle high-pressure situations, which is key for this role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace CSC - Customer Solutions Specialist in Walsall
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Solutions Specialist role. Highlight your relevant experience, especially if you've worked in a call centre or contact centre before. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since this role involves a lot of communication with customers and colleagues, it's essential to demonstrate your strong verbal and written communication skills. Use clear and professional language in your application to reflect how you would interact in the role.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples in your application where you've successfully resolved issues or improved processes. This will show us that you can handle the high-pressure environment we work in.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Rac
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Solutions Specialist role. Familiarise yourself with the key responsibilities like handling inbound and outbound calls, providing updates to customers, and ensuring compliance with processes. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of communication with both customers and colleagues, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively communicated in previous roles, especially in high-pressure situations. This will demonstrate your ability to handle the demands of the job.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific scenarios, such as dealing with an upset customer or managing multiple calls at once. Think of past experiences where you successfully resolved issues and be ready to share those stories. This will highlight your problem-solving skills and ability to stay calm under pressure.
✨Emphasise Teamwork and Initiative
The RAC values teamwork and proactive problem-solving. Be prepared to discuss how you've worked collaboratively in the past and how you can contribute to a positive team environment. Mention any instances where you took the initiative to improve processes or support your colleagues, as this aligns with the company's focus on continuous improvement.