Customer Care Expert - Bradley Stoke, United Kingdom - RAC

RAC

Verified Company

Bradley Stoke, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

RAC currently has an exciting opportunity for a
Customer Care Expertto join our Customer Care Team based at our
Bradley Stokeoffice. This is a
permanentposition.

The Salary on offer is
£23,300.

Shifts are between
8am and 6pm Monday to Friday. Working 1 weekend per month 9am-5pm.

What you'll do

Take personal ownership in investigating, answering, and resolving customer complaints, enquiries and contacts from a variety of media, across all channels, with a high level of professionalism, ensuring the customer is kept regularly up to date throughoutthe life of the issue
Adhere to the First Point of Contact (FPOC) principles
Respond to FCA regulated complaints within defined timescales in order to mitigate financial risk to the business
Communicate confidently and professionally with all members and colleagues, delivering exceptional service at all times to protect the brand and promote retention
Promote loyalty through fast, comprehensive enquiry management, treating the member as an individual, maximising customer satisfactionandretention
Maintain excellent product knowledge and awareness of competitor offers and provide insight regarding customer dissatisfaction
Undertake additional activities as required, this may entail handling calls/contacts/processing from other departments and when doing so deliver against the metrics and processes for that area
Act as point of escalation for colleagues needing advice or assisting with challenging customer situations
Demonstration of knowledge of call compliance to meet FCA requirements, maintain this by having up to date knowledge on scripts and compliance processes
Support and cross skill with Breakdown Complaints

What you'll need

Previous experience in a customer focused role
Enjoy communicating with customers to resolve issues that may arise
Outstanding listening and communication skills to ensure the best possible outcome for our customers
Experience in Contact centre or call centre environments
Able to work at pace and towards tight deadlines
Experience handling complaints and finding resolutions
Resilience and determination
PC literate and strong numerical and literacy skills is a must to be able to navigate your way around the internal systems and processes

Benefits and rewards:

-
FREEUltimate breakdown cover for
you and your householdworth up to
£500:

-
FREEon-site
parking:

-
Flexible benefitsyou can tailor to suit you
-
Free European Breakdown coverincluding
7 days car hireto continue your journey