Position Overview & Specifications

About The Role

RAC are looking to recruit Inspections Services Advisors to join us in our Bescot office in Walsall.

This role will be full time working Monday – Friday 09:00 – 17:00 - starting salary is £18,964 per annum

You can expect to play an integral role in ensuring the delivery of a World Class Customer Experience for multiple brands by acting as a focal point for customer recall booking work. You will be responsible for the quality of customer communications with customers acting in a way that is in line with agreed brand values.

You will be working in an inbound & outbound contact centre, where you will be speaking with retail as well as fleet customers, with a view to book an appointment for our technician to visit a convenient location to carry out their recall. You will be required to capture key information and secure a mutually convenient date & location for our tech to attend, updating internal data bases and leasing with technicians for any complaint management.

Key Accountabilities

Achieve individual and department KPI`s and quality measures
Use every contact as an opportunity to cleanse the manufacturer database
Ensure any written communication reinforces the Brand
Build and update product and process knowledge
Outbound calls to customers to chase outstanding recall work
100% customer contact attempts from a list provided
Build rapport with customers
Capture customer feedback/information accurately in relevant systems
Work as part of a team to drive improved performance
Continuously develop your product knowledge and customer demographic awareness to tailor your conversations

We are looking for someone who has

Previous experience working in a customer service environment, ideally contact centre
Previous experience and an understanding of what outstanding customer service looks like
A confident telephone manor, excellent PC & admin skills are essential

In return for your hard work and commitment we offer...