Commercial Incident Manager

RAC have an exciting 6 Month Fixed Term Contract opportunity for Commercial Incident Managers to join our expanding RAC Commercial Assistance team. Working from our Salford office (The Vic), you will be providing an efficient, responsive, and accurate high-quality telephony service to all RAC Commercial customers as well as potential customers.
Salary is £20,933.39.
Shifts fall between Monday and Sunday, 6am – 10pm, 35 Hours per week
Benefits and rewards:
FREE Ultimate breakdown cover for you and your household worth up to £500
FREE on-site parking
Flexible benefits you can tailor to suit you
Free European Breakdown cover including 7 days car hire to continue your journey
Amazing employee benefits including additional discounts on big brands, hotel stays and days out
What you’ll do…
Offer the best possible and cost-effective solution ensuring provision of a professional and quality service, which meets or exceeds customers’, needs and agreed organizational goals.
Respond to all incoming calls to customers broken down at the roadside quickly and effectively, to take full details of the breakdown, establish the driver’s entitlements and requirements.
Manage the time to attend the customer at the roadside through effective communication, identifying how the customer can be proactively managed through to satisfactory completion.
Make relevant contact with all customers following a breakdown incident and, where necessary, provide progress updates using appropriate resources and technology to improve service delivery.
Develop positive and value-based relationships with all colleagues within Roadside Services, taking responsibility for own actions, supporting others’ decisions and assisting Roadside Services in the delivery of inspirational customer service.
Liaise and communicate with internal and external contacts ensuring that resources are available and services are provided on a timely and efficient basis, taking responsibility for the quick and effective resolution of all customers’ needs.
Contribute to defined individual and team performance targets, which achieve profitability, growth, and service excellence.
You’ll need the ability to…
Follow performance adherence requirements to ensure compliance to performance KPI delivery is achieved
Drive your performance improvement
Be flexible and adapt to changing work demands and process
Work as part of a team to achieve business performance
Communicate effectively with customers and other RAC Colleagues
This is a customer service and customer focused role; it will require the successful candidate to manage challenging situations over the phone while providing an outstanding customer experience. Candidates from a Contact Centre / Call Centre background tend to have successful skillsets for this position.
Need to exhibit behaviours consistent with RAC core values:
Handle it Together
Exceptional Service
Raise The Bar
Own It
If this role fits your skillsets, go ahead and apply now!
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.
Together we are all #OrangeHeroes! Be a part of our journey!