About The Role At RAC, we are passionate about delivering exceptional service to our customers. As one of the UK's most trusted motoring organisations, we pride ourselves on our commitment to customer care. We are now looking for a dynamic and detail-oriented Customer Care Support Associate to join our dedicated team and help us maintain the high standards that our customers expect. This will be based at our Bescot Office, Walsall. The Customer Care Support Associate is integral to ensuring that our Customer Care Team meets its service levels. You will play a crucial role in resolving customer enquiries, logging complaints, and closing commendations-all with accuracy and efficiency. As the first point of contact for incoming calls, you will ensure that every customer interaction leaves them confident that we will deliver on our promises. The Salary on offer is £21,000 - £22,500 Depending on Experience. Shifts are between 8am and 6pm Monday to Friday. 35 Hours per week. Working 1 weekend per month. What's in it for You? At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you'll have all these extra benefits: 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. Family leave support including paid time off, flexibility and resources to help balance work and family commitments. 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. When you join us you will automatically be opted into our Colleague Share Scheme, called ' Owning it together '. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus What You'll Do Own Customer Enquiries: Take responsibility for customer queries and commendations, responding promptly and professionally to reassure customers that we are committed to resolving their issues. Log Cases Accurately: Correctly and compliantly log new cases from email and KC Online, ensuring that responses are sent out daily. Investigate and Resolve: Carry out investigative tasks and work swiftly to resolve cases, ensuring that any errors are corrected, and customers are kept informed. First Point of Contact: Answer incoming calls, accurately record complaints, and attempt to resolve enquiries or commendations at the first point of contact. Utilise Business Systems: Use all business systems effectively to log complaints, enquiries, and commendations on ICaseworks with the appropriate classifications. Maintain RAC Knowledge: Stay updated on briefs and training aids daily, taking ownership of your learning to ensure you are informed about customer care processes and best practices. Queue Management: Handle activities assigned to you in your system queue, ensuring that you investigate and resolve them within expected timescales. Achieve Objectives: Meet all objectives set during coaching, quarterly reviews, or feedback sessions to improve your performance, knowledge, and skills. Support Colleagues: Mentor and support less experienced colleagues, helping them to develop their knowledge and resolve more complex enquiries. Feedback for Improvement: Complete coaching logs when a colleague makes a mistake to ensure feedback is provided to reduce future errors. Compliance and Customer Focus Regulatory Compliance: Complete annual regulatory CBTs and IDD CPD to ensure you understand your responsibilities and comply with RAC standards. TCF (Treating Customers Fairly): Demonstrate TCF in all your activities, escalating any potential issues or risks to a Manager or Local Compliance Champion. Adherence to Standards: Follow DISP regulatory standards and achieve regular case handling quality targets and knowledge checks. Productivity Queue Resolution: Ensure that all activities in your queue are resolved within 5 days. Process Adherence: Follow correct procedures for requesting time off and reporting absences, ensuring the business has the staffing required to meet our resolution times. Skills, Knowledge & Experience Previous experience in a customer-focused role. Excellent attention to detail. Self-motivated and a self-starter. Resilient and determined. Passionate about RAC, our products, and our brand. Dynamic, flexible, and adaptable to change. Strong interpersonal skills. PC literate with strong numerical and literacy skills. Qualifications Proven experience in a support role is desirable. Educated to GCSE/O'Level standard. Why Join Us? At RAC, we don't just offer jobs-we offer careers. Join a team where your contributions are valued, your growth is encouraged, and your success is celebrated. If you are passionate about customer care and thrive in a dynamic environment, we would love to hear from you. If this sounds like the perfect role for you, we invite you to apply today Take the first step towards a rewarding career with RAC. We're committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.