NFU Mutual Breakdown Incident Advisor

About The Role

RAC has an exciting opportunity in our NFUM team as a Breakdown Incident Manager on a Full time Permanent basis. This will be based in our Bescot Head Office, Walsall.

The purpose of this position is to provide an efficient, responsive and quality telephony service to all National Farmers Union Mutual (NFUM) customers.

The Salary for this position is up to £28,260.66 - depending on experience

Shift patterns range between Monday – Sunday, 6am-10pm, Full Time - 35 hours per week

What we offer

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.

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.

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!

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.

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 organisational 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.

Ensure all relevant contact is made to customers to ensure their welfare and safety

Develop positive 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.

Constantly update and maintain product and skills based knowledge in order to provide inspirational service

Skillsets from a receptionist, contact centre or call centre background work well in this position as quality customer service is a priority. We are looking for a passionate and energetic colleague to join our growing NFUM Team where together we are all #OrangeHeroes!

Need to exhibit behaviours consistent with RAC core values:

Handle it Together

Exceptional Service

Raise The Bar

Own It

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.