Customer Care Expert in Walsall

About The Role

Are you a seasoned professional with a passion for resolving customer complaints and delivering exceptional service? Do you have the resilience and determination to turn challenging situations into positive experiences? If so, we have an exciting opportunity for you to join our team at RAC as a Customer Care Expert. This is a full-time role, Monday to Friday, based at our Bescot office on a permanent basis.

Our Customer Care team plays a vital role in ensuring our members receive the highest level of care and attention, particularly when resolving their concerns. As a Customer Care Expert, you will handle inbound calls from members, answering and resolving complaints and enquiries. You will deliver empathetic, professional, and efficient service, ensuring that every interaction builds trust and loyalty.

We are looking for individuals with strong communication and problem‑solving skills, who can remain calm under pressure and manage complex situations effectively. Previous experience in customer service or complaints handling is desirable, but most importantly, you will have a genuine commitment to putting customers first. Join us and be part of a team that values empathy, professionalism, and a customer‑first approach.

What’s in it for You?

• Eligibility to join our bonus scheme.
• 23 Days Annual Leave.
• 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.
• 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.
• 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!

What You’ll Do…

• Complaint Handling & Customer Care: Take genuine ownership of each complaint or enquiry, guiding members through the process with care and clarity across phone, email, written communication, and social channels. Explain decisions in a way that feels clear, respectful, and personal, making sure every member feels heard and understood. Be a steady, supportive presence for both members and colleagues, especially when handling more complex or sensitive cases.
• Quality, Compliance & Doing the Right Thing: Work within FCA timelines and standards, protecting both our members and the business while delivering service people can trust. Keep data accurate, categorise complaints correctly, and stay up to date with Essential Learning and CPD so members always receive informed, reliable support. Look for opportunities to improve how we work, helping shape better experiences for everyone.
• Operational Excellence & Continuous Improvement: Use our systems confidently to provide timely, accurate, first‑time right resolutions that leave members feeling reassured. Share knowledge openly — from product insights to competitor awareness — and support the team by being a top person for questions and guidance. Spot ways to make our processes smoother and more member‑friendly and speak up when something can be improved.
• Teamwork, Support & Flexibility: Be there for colleagues, helping reduce dissatisfaction and prevent issues from escalating. Stay adaptable as priorities shift, supporting other teams when needed while still meeting the expectations of your own area.

Skills, Knowledge & Experience

• Excellent skills in both listening and communicating, with the ability to convey complex information clearly and professionally.
• A self‑starter with a strong sense of motivation and determination.
• Ability to remain calm and effective under pressure, with a dynamic and adaptable approach to change.
• Strong interpersonal skills with the ability to engage effectively with both customers and stakeholders.
• Tech‑Savvy: Competent with computer systems, with good numerical and literacy skills.
• Previous experience in a customer‑focused role, particularly within a complaints‑handling environment.
• Educated to GCSE standard or equivalent.

If you’re passionate about customer service and have the experience in complaint resolution that we’re looking for, we want to hear from you! At RAC we’re dedicated to creating an environment where you can thrive and make a real impact on our members’ experiences.