NFUM Incident Advisor

RAC; Walsall; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading roadside assistance provider in Walsall is seeking an NFUM Incident Advisor. This full-time role requires delivering fast and empathetic support to customers during roadside emergencies. Candidates should be confident communicators with problem-solving skills, able to work effectively under pressure. The position emphasizes teamwork and customer satisfaction while offering flexible working resources, competitive salary, and a robust benefits package, including free breakdown cover and pension contributions.

Benefits

Competitive salary

Bonus scheme

Pension contributions

Life assurance

Flexible working resources

FREE RAC Ultimate Complete Breakdown Cover

Discounts via Orange Savings

Free onsite parking

Colleague Share Scheme

Qualifications

• Proven ability to thrive in a fast-paced environment.
• Experience in delivering excellent customer service in challenging situations.

Responsibilities

• Deliver fast and accurate support to customers in breakdown situations.
• Make smart deployment decisions and manage expectations around wait times.
• Control each incident to ensure the best outcome for customers and business.
• Communicate effectively with internal teams and external partners.
• Meet performance targets while ensuring compliance and customer care.

Skills

Confident communicator

Problem-solving

Customer support over the phone

Team player

Calm under pressure

Job description

About The Role

NFUM Incident Advisor

Full-Time | Permanent | 35 Hours per Week
Shift Pattern: Monday to Sunday, 6:00am – 10:00pm (rotational shift basis)

Start Date: TBC

Are you calm under pressure, confident on the phone, and passionate about helping people? We’re looking for someone just like you to join our team as an Incident Advisor, supporting NFU Mutual customers who find themselves in roadside emergencies.

This is more than just a contact centre role — it’s a chance to make a real difference when customers need us most.

What You’ll Be Doing

• Delivering fast, accurate, and empathetic support to customers in breakdown situations.
• Making smart deployment decisions and managing expectations around wait times.
• Taking full control of each incident to ensure the best outcome for both the customer and the business.
• Communicating clearly and effectively with internal teams and external partners.
• Meeting performance targets while maintaining high standards of compliance and customer care.
• Keeping your product and service knowledge up to date to deliver outstanding service.

What We’re Looking For

• A confident communicator who thrives in a fast-paced environment.
• Someone who enjoys solving problems and supporting customers over the phone.
• A team player who’s flexible, resilient, and motivated to hit KPIs.
• Ability to stay calm and professional in challenging situations.

What You’ll Get in Return

• Competitive salary plus eligibility for our bonus scheme.
• Up to 6.5% employer pension contributions.
• Life Assurance: 2x basic salary (4x if enrolled in the pension scheme), with options to increase.
• Family leave support and flexible working resources.
• 24/7 confidential support service for you and your household.
• Car salary sacrifice scheme (including electric vehicles) after 12 months.
• FREE RAC Ultimate Complete Breakdown Cover from day one.
• Access to Orange Savings – thousands of discounts on retail, travel, tech, and more.
• Free onsite parking.
• Automatic enrolment into our Colleague Share Scheme – ‘Owning it Together’, giving you a stake in RAC’s future success.

Why Join Us

At RAC, we’re proud to be #OrangeHeroes— a team that goes above and beyond for our customers. We’re building a culture that’s inclusive, collaborative, and representative of the communities we serve. We welcome applicants from all backgrounds and experiences.

Ready to be part of something meaningful? Apply today and start your journey with RAC.