At a Glance
- Tasks: Help members by resolving their concerns and delivering outstanding customer experiences.
- Company: Join the RAC, a trusted name in customer care for over 128 years.
- Benefits: Free shares, generous holidays, wellbeing support, and employee discounts.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on members' lives while developing valuable skills.
- Qualifications: Experience in handling complaints and a passion for great service.
The predicted salary is between 24833 - 30351 £ per year.
About The Role
Join the RAC as a Customer Care Expert and use your customer care expertise to make a real difference when members need us most.
If you're passionate about delivering outstanding customer experiences, handling complex situations with empathy, and turning challenging conversations into positive outcomes, this could be the perfect next step.
- This is a full-time,
- 6-month fixed-term opportunity based at our
Bescot office, Monday to Friday.
As part of our Customer Care team, you'll be trusted to take ownership of member concerns from start to finish.
You'll be the person who listens, investigates, resolves, and restores confidence, ensuring every member feels valued, understood, and supported throughout their journey with the RAC.
If you've built strong operational knowledge within VOR and enjoy helping members, this role offers the chance to develop new skills while using the experience you've already gained.
You'll gain exposure to complaint handling, FCA-regulated processes, stakeholder management and customer resolution, all while continuing to make a positive impact on members every day.
It's an ideal opportunity for someone looking to broaden their experience, strengthen their career pathway and bring their frontline knowledge into a role where it can influence change.
What you'll do
- Take ownership of complaints and escalated member enquiries across phone, email, written correspondence and social channels.
- Investigate concerns, identify the root cause and deliver fair, customer-focused resolutions.
- Handle complex and sensitive cases with confidence, empathy and professionalism.
- Work within FCA regulations and agreed timescales to ensure every case is managed correctly.
- Keep accurate records and work closely with colleagues across the RAC to achieve the best outcomes for members.
- What you'll need
- Experience handling complaints, escalations or complex customer enquiries.
- A strong customer care background with a genuine passion for delivering great service.
- Excellent communication skills, both written and verbal.
- The ability to stay calm, resilient and solution-focused in challenging situations.
- Good attention to detail and confidence using multiple systems.
- Why this role could be your next step
This is a great opportunity for customer care experts who want more ownership and variety in their role.
You'll manage cases from start to finish, make decisions that have a real impact on members, and develop valuable skills in complaint resolution, investigation and stakeholder management.
- Why you'll love working for us
- Share in our success
- Every employee receives free shares, so everyone shares in the success of the RAC.
- Free RAC Ultimate breakdown cover
- Available from day one.
- Car salary sacrifice scheme
- Including electric vehicle options after 12 months.
- Generous holidays
- 23 days plus bank holidays, rising with service.
- Pension, wellbeing support and employee discounts
- Helping you look after your future, your wellbeing and your everyday spending.
Why the RAC?
For over 128 years, we've been keeping drivers moving. Today, we're trusted by more than 15 million members and we're equally committed to supporting our people.
We value different perspectives, encourage development and create opportunities for colleagues to grow.
At the RAC, you'll be part of a team that cares about doing the right thing for members and for each other.
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Customer Care (VOR) in Walsall employer: RAC
RAC in Weston-super-Mare is an excellent employer, offering a supportive work culture that values teamwork and innovation. As a Recovery Driver, you will benefit from competitive pay, extensive benefits including pension and life cover, and opportunities for personal and professional growth within a leading roadside assistance provider. Join us to make a meaningful impact while enjoying a balanced work-life schedule with our 4 on/4 off shift pattern.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care (VOR) in Walsall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RAC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RAC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care (VOR) in Walsall
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RAC:Your cover letter is your chance to shine! Tell us why you want to work at RAC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RAC!
How to prepare for a job interview at RAC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
