Job Description

About The Role

Do you know how to deliver an exceptional customer experience? Whether you've worked in retail, hospitality, or a call centre environment, as a

Customer Advisor

with Renault, you will be responsible for ensuring each customer feels valued each time they communicate with the

Renault UK Contact Centre.

This is a

full-time, permanent

role based at our Bescot office,

Walsall

. Shift requirements will fall within our opening hours of

Monday - Friday 08:00 - 18:00

With a starting salary of

23,246.11 per year

for a

35-hour working week

, including free top level RAC breakdown cover, this role will put you at the heart of delivering Renaults customer solutions.

Start Date:

25th August 2025



As a

Renault Contact Centre Advisor

, you'll be case managing customer queries to full completion. You will be working in the Renault Contact Centre delivering world class customer service to all Renault and Dacia Customers and Dealerships. You can expect to be very busy dealing with multiple queries and task including, dealing with and resolving complaints, achieving KPI's and upsells and building relationships with stakeholders across the Business.



This is a busy and challenging role; you'll bring your resilience, tenacity, enthusiasm and energy, and be right at home within our outstanding Renault team!

To be the best,

we want the best!

We're looking for enthusiastic individuals who:

Enjoy talking to customers Are empathetic and able to build rapport with customers in an outgoing and engaging manner Are self-motivated and passionate about finding the right outcomes for customers Can keep calm under pressure and recognise occasions where application of a different approach is required Ideally have previous experience working within a complaint focussed environment and can demonstrate excellent customer service Are driven, motivated and enthusiastic to go above and beyond to always delight your customers Are hardworking and resilient, and able to handle and resolve customer conflict effectively Are influential, persuasive and a strong communicator Have a positive and proactive attitude Are outgoing, fun and enjoys a high energy, fast paced environment Demonstrate fantastic communication skills, as you'll be using all forms of communication methods including telephone, email, letters and social media

What can we offer in return?

Competitive rewards package

Flexible shifts and working hour patterns A first-class, comprehensive training programme to enhance your skills and behaviours to ensure you become a great advisor! A fantastic career framework, with solid support and a clear plan, allowing everyone to progress within this ever-growing business

What you'll be doing...

Establish agreed timeline for contact / updates, providing clear and concise updates to facilitate the ongoing management of the customer case Ensure clear and concise notes are captured on cases, allowing other colleagues to be able to deliver updates to customers and reduce potential for chase contact Manage complaints from start to finish Robustly manage hire costs following alternative vehicle solutions provided to customers, ensuring that costs are processed correctly and not unnecessarily Communicate clearly and accurately with the dealer network, recognising them as a customer that supports the retail customer journey Manage complaints to ensure that cases over 5 business days do not exceed 5% of overall volume Utilise documented escalations processes timely and correctly to avoid delays on customer case progression when faced with blockers Think creatively in the provision of goodwill to customers and ensure that all goodwill costs are recorded correctly and accurately on customer cases Attend training to build and update product and process knowledge Capture customer details and activity accurately in Renault systems

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!



Together we are all

#OrangeHeroes

.

Be a part of our journey!


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.