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SalaryAbout The Role
The RAC has interesting new opportunity within it’s Social Media Team, we are currently looking for an Social Media Customer Expert to join us on a permanent basis. This will be a hybrid role, where you will typically spend two days in the office in Bescot and three days working from home.
The core working hours for this role will between either be 08:00-20:00 or 15:00-23:00. This position also includes Weekends, Evenings, Bank Holidays and out of hours responses all on a rotational basis.
The core function of this customer facing role, will be to deliver inspirational customer service to existing and prospective members through the acknowledgement and ownership of posts identified through Social Media channels, within agreed service levels.
What You’ll Do…
- Respond to customer posts received via Social Media, investigating thoroughly and creating appropriate responses direct to customers.
- Effective management and prioritisation of workload when working through different channels and platforms (Social, Review Sites, Complaints Handling).
- Take personal ownership in investigating, answering and resolving customer posts, enquiries and complaints.
- Ensure that complaints and Enquiries are categorised to the correct level (Brand damaging, Media threat) in order for the business to complete root-cause analysis.
- Maintain excellent product knowledge and awareness of competitor offers and provide insight regarding customer dissatisfaction.
- Highlight achievement of individual performance goals (customer handling times, right information right first time, correct escalation of complaints).
What You’ll Need…
To be considered for this role you’ll need experience in a Customer Services/Complaint roles, ideally in a regulated environment, along with possessing the following;
- Experience in or a passion for the Social Media space.
- The ability to work in a team but then also be able to own the tasks assigned.
- Excellent listening and communication skills, as well as interpersonal skills
- Resiliency and determination to be self-motivated and work without prompt.
- PC literate with excellent literacy skills
In return, we offer…
At the 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, there’s also an annual bonus scheme in place. Plus, you’ll have all these extra benefits;
- FREE RAC Breakdown cover from day one
- Colleague Share Scheme – a unique opportunity to become an owner of our business and share in the future success of the RAC!
- Car salary sacrifice scheme – including offers on electric vehicles.
- Hybrid working
- Group Life Assurance of up to 4 x salary
Health and wellbeing benefits – including healthcare cash plan and private medical insurance and a number of lifestyle discounted benefits.
