Customer Care Expert

• 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
• 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
• Use our systems confidently to provide timely, accurate, firsttimeright resolutions that leave members feeling reassured
• Share knowledge openly — from product insights to competitor awareness — and support the team by being a goto person for questions and guidance
• Spot ways to make our processes smoother and more memberfriendly and speak up when something can be improved
• 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

• 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

Previous experience in customer service or complaints handling is desirable

• 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
• Automatically opted into our Colleague Share Scheme, called ‘Owning it together’