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This is more than just a contact centre role — it’s a chance to make a real difference when customers need us most. Supporting NFU Mutual customers who find themselves in roadside emergencies.
Job Responsibility:
Delivering fast, accurate, and empathetic support to customers in breakdown situations
Making smart deployment decisions and managing expectations around wait times
Taking full control of each incident to ensure the best outcome for both the customer and the business
Communicating clearly and effectively with internal teams and external partners
Meeting performance targets while maintaining high standards of compliance and customer care
Keeping your product and service knowledge up to date to deliver outstanding service
Requirements:
Calm under pressure
Confident on the phone
Passionate about helping people
Confident communicator who thrives in a fast-paced environment
Enjoys solving problems and supporting customers over the phone
Team player who’s flexible, resilient, and motivated to hit KPIs
Ability to stay calm and professional in challenging situations
What we offer:
Competitive salary plus eligibility for our bonus scheme
Up to 6.5% employer pension contributions
Life Assurance: 2x basic salary (4x if enrolled in the pension scheme), with options to increase
Family leave support and flexible working resources
24/7 confidential support service for you and your household
Car salary sacrifice scheme (including electric vehicles) after 12 months
FREE RAC Ultimate Complete Breakdown Cover from day one
Access to Orange Savings – thousands of discounts on retail, travel, tech, and more
Free onsite parking
Automatic enrolment into our Colleague Share Scheme – ‘Owning it Together’, giving you a stake in RAC’s future success