At a Glance
- Tasks: Manage repair cases and communicate with customers, retailers, and corporate clients.
- Company: Join the iconic Mercedes-Benz team at RAC, a leader in automotive services.
- Benefits: Enjoy competitive salary, bonus scheme, 23 days leave, and free breakdown cover.
- Other info: Be part of a diverse, high-performing team with growth opportunities.
- Why this job: Make a real impact while supporting customers through their vehicle journeys.
- Qualifications: Strong customer service skills and attention to detail required.
The predicted salary is between 23208 - 23208 £ per year.
As a Repair Management & Communications Specialist, you’ll play a key part in managing repair and car hire cases, acting as the link between customers, retailers, and corporate clients. Your focus will be on keeping cases moving, keeping everyone informed, and ensuring every customer feels supported throughout their vehicle off‑road journey. This includes monitoring repair progress, escalating delays, resolving parts issues, and ensuring all communication reflects the Mercedes‑Benz brand. You’ll also help us hit our KPIs and maintain the high standards our customers expect.
Hours: 35 hours per week, rotational shifts between Monday–Sunday, 06:00–22:00
Salary: £23,208.46
Location: RAC Bescot Head Office, Walsall
Why Join Us?
- Eligibility for our bonus scheme
- 23 days annual leave
- RAC Group Personal Pension Scheme (up to 6.5% employer contribution)
- Life Assurance: 2× basic salary (4× for pension members), with options to increase
- 24/7 confidential support service for you and your household
- Car salary sacrifice scheme (after 12 months), including EV options
- FREE RAC Ultimate Complete Breakdown cover from day one
- Access to Orange Savings – discounts on retailers, supermarkets, holidays, tech and more
- Free onsite parking
- Automatic enrolment into our colleague share scheme, Owning It Together
What You’ll Be Doing
- Managing and progressing repair management cases
- Handling car hire cases with accuracy and urgency
- Following up with dealers to reduce repair times and manage hire costs
- Escalating delays and parts issues to the right teams
- Meeting individual and departmental KPIs
- Producing written communication that reflects the Mercedes‑Benz brand
- Keeping up to date with products, systems, and processes
- Building strong relationships with dealerships and partners
- Making outbound calls to customers, dealers, and corporate clients
- Managing roadside incidents and keeping customers informed
- Using technology to provide clear, timely updates
- Working collaboratively to share best practice and drive performance
What You’ll Bring
- Excellent attention to detail and accuracy
- Strong customer service skills and the ability to build rapport quickly
- Confident communication skills, both written and verbal
- Ability to build relationships with corporate clients and dealerships
- Good IT skills, including MS Office
- Experience in a contact centre environment
- Understanding of the breakdown industry (desirable)
- Knowledge of breakdown products, systems, and processes
- Understanding of relevant regulations (Data Protection Act, Working Time Directive, Health & Safety, FCA guidelines)
Joining RAC means joining a supportive, high‑performing team that works with one of the most iconic automotive brands in the world. You’ll have opportunities to grow, develop, and make a real difference to our customers and partners. Together, we are all OrangeHeroes — and we’d love you to be part of our journey. We’re committed to building an inclusive culture that reflects the diverse communities we serve. We welcome applicants from all backgrounds and experiences.
Mercedes-Benz Cars UK Repair Management and Communications Specialist in Walsall employer: RAC
At RAC, we pride ourselves on being an exceptional employer, offering a supportive and high-performing work environment where you can thrive as a Repair Management & Communications Specialist. Located at our Bescot Head Office in Walsall, you'll enjoy a range of benefits including a generous pension scheme, life assurance, and access to exclusive discounts, all while contributing to the success of a globally recognised brand. With a strong focus on employee growth and a commitment to inclusivity, RAC is dedicated to helping you develop your skills and make a meaningful impact in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Mercedes-Benz Cars UK Repair Management and Communications Specialist 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 Mercedes-Benz Cars UK Repair Management and Communications Specialist 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.
