To provide an experienced technical point of contact to our members. Allowing them to discuss their breakdown symptoms and offer expert technical advice to our members and call centre staff on live calls, offering Non patrol resolutions to our members, when they need us most.
To guide and assist our members using our self- help fix programme resolve issues roadside that negate the need for RAC resources to attend.
The role is a available on a 4 month fixed term contract and will require shift pattern working over 7 days per week and shifts will be between the hours of 0700-2200.
To Increasing patrol efficiency through providing technical support to members in a breakdown situation that lead onto a self-help fix. This will support leading our members to a quicker conclusion, meaning we can provide service to more of our customers who need a patrol on scene within a quicker timeframe.
Manage specialist and other breakdown queues through the iCAD system to identify opportunities for correct deployment of RAC resources.
Phone Fix - Helping customers to resolve simple issues over the phone negating the need of a RAC resource to attend, meaning that we can be more efficient with deployment and getting patrols to our customers when they need us most.
Right Resource First Time (RRFT) - Ensuring that our customer receive the correct service in terms of the right resource in the first instance, preventing multiple resources attending customers meaning reduced costs and reduced waiting time for our customers.
Support our Deployments team with technical advice real-time to ensure optimum all RAC roadside resources.
Explore different solutions for our customers, sourcing tyres, parts, locksmiths and using our RAC garage partners to resolve a breakdown situation.
Self-motivated, determined and resilient character
Ability to drive own performance improvement without investment
Excellent communications skills
Methodical diagnostic and problem solving thought process
Good level of computer literacy.
Minimum NVQ level 2 motor vehicle engineering (not essential)