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RAC Logo RAC · Customer Service

SMR Contact Centre Advisor

United Kingdom, Walsall Employment contract 26509.50 GBP / Year · Job Posted May 30, 2026
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Job Description

As a Contact Centre Advisor within our Service, Maintenance & Repair (SMR) team, you’ll be at the heart of the customer journey by: Assigning technicians to jobs; Coordinating with dealerships to confirm parts availability; Acting as the key point of contact for customers throughout their booking. What You’ll Be Doing: Handling inbound and outbound customer calls; Managing bookings and updating systems accurately; Building product and process knowledge; Collaborating with your team to improve performance; Communicating confidently with internal and external stakeholders.

Job Responsibility

  • Assigning technicians to jobs
  • Coordinating with dealerships to confirm parts availability
  • Acting as the key point of contact for customers throughout their booking
  • Handling inbound and outbound customer calls
  • Managing bookings and updating systems accurately
  • Building product and process knowledge
  • Collaborating with your team to improve performance
  • Communicating confidently with internal and external stakeholders

Requirements

  • Previous customer service experience (contact centre experience is a plus)
  • Strong communication and upselling skills
  • Ability to manage complaints professionally
  • Excellent organisation, PC, and admin skills
  • A customer-first mindset and drive to deliver a smooth, positive experience

What we offer

  • Bonus scheme eligibility
  • Pension contributions up to 6.5%
  • Life Assurance (2x salary, 4x for pension members, flexible up to 10x)
  • Family leave support and flexible working
  • 24/7 confidential personal support service
  • 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 retail, travel, tech & more
  • FREE onsite parking
  • Automatic enrolment into our Colleague Share Scheme – Owning it Together
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