Are you passionate about delivering exceptional customer service? Do you thrive in fast-paced environments where every second counts? If so, we have an exciting opportunity for you to join our dynamic team as an NFU Mutual Breakdown Incident Manager At RAC, we pride ourselves on providing unparalleled support to our customers when they need us the most. As a Breakdown Incident Manager, you will be at the forefront of our commitment to excellence, ensuring that our National Farmers Union Mutual (NFUM) customers receive a top-quality telephony service that is both responsive and efficient. This is more than just a job; it’s an opportunity to make a real difference to people’s lives. 6-Month Fixed Term Contract. The Salary on offer is £ 20,993 Shift patterns are across Monday – Sunday, between 6am-10pm, Full Time - 35 hours per week Based at our Bescot Office, Walsall. Benefits and rewards: 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 Holidays - 23 & bank holidays rising to 25 with service & bank holidays Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings 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 Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options 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 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 As an NFU Mutual Breakdown Incident Manager, you can expect to… Deliver an efficient, responsive, and accurate telephony service to all our customers. Ensure compliance with relevant customer and scheme working instructions to meet our performance objectives. Communicate effectively with customers, guiding them through their situations with clarity and empathy, while managing their experience to a satisfactory resolution. Identify and address customer vulnerabilities, working closely with our wider Customer Service team to ensure appropriate and effective solutions. Strive to deliver exceptional customer service, increasing our Net Promoter Scores and minimising complaints. What You’ll Do… Provide the best possible and cost-effective solutions, ensuring a professional and quality service that meets or exceeds customer needs and organisational goals. Respond swiftly to incoming calls from customers experiencing roadside breakdowns, capturing all relevant details and establishing driver entitlements and requirements. Manage the response time to customers at the roadside, communicating effectively to proactively manage their experience through to completion. Ensure consistent and relevant contact with customers to guarantee their welfare and safety. Develop positive relationships with colleagues in Roadside Services, taking responsibility for your actions, supporting others’ decisions, and contributing to the delivery of inspirational customer service. Liaise with internal and external contacts to ensure resources are available and services are provided efficiently, taking responsibility for the quick and effective resolution of all customer needs. Utilise the Tranman system to deliver effective deployment decisions, manage performance adherence, and oversee incident management. Contribute to individual and team performance targets that drive profitability, growth, and service excellence. Continuously update and maintain product and skills-based knowledge to provide top-tier service. Skills, Knowledge & Experience Essential Commitment to performance adherence and the achievement of KPI delivery. Ability to drive your own performance improvement. Flexibility and adaptability to changing work demands and processes. Strong teamwork skills, with a focus on achieving business performance. Experience in managing live complaints and customer dissatisfaction Effective communication skills with both customers and colleagues. Ability to identify vulnerabilities and ensure good and fair customer outcomes. Desirable Familiarity with RAC processes and requirements. Experience with NFU Mutual/RAC Commercial methodology and systems, including iCAD/Tranman. Regulatory Knowledge/FCA Knowledge of breakdown products and relevant systems and processes. Understanding of the Data Protection Act, Working Time Directive, Health & Safety, and FCA regulations. If you’re ready to take on a challenging and rewarding role that makes a real difference, we want to hear from you. At RAC, we’re committed to encouraging an environment where our team members can thrive, grow, and contribute to our mission of delivering outstanding service to our customers. Take the next step in your career and apply today to become an NFU Mutual Incident Manager at RAC 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.