We have an exciting new permanent opportunity for aCustomer Service Leadworking within themyRACteam. Your role will be to support front line teams with queries providing efficient colleague and member resolutions, but also then acting as a bridge between Contact Centre agents and themyRACdigital team, recommending system improvements and features from trends and patterns.
This role is based inBradley stoke, working hybrid hours
What you will do
1. Ensure prompt acknowledgment, updates and resolution of member and colleague queries, including App reviews and feedback.
2. Ensure allmyRACcomplaints escalated to RAC Customer Care and the team is supported with the resolution.
3. Ensure regulatory compliance for member contacts and ensure all member cases exceed a 90% Quality Assessment score
4. Stay updated and adhere to RAC Customer facing best practices, such as Tone of Voice and Treating Customers Fairly (TCF).