SMR Contact Centre Advisor

RAC; Walsall; On-site; GBP 26,000; Full time

Job summary

A major vehicle assistance provider is seeking a full-time Customer Advisor for its SMR & Inspections Services Team in Walsall. This office-based role involves managing customer inquiries, coordinating with technicians, and ensuring an excellent customer experience. The ideal candidate should have previous customer service experience and strong communication skills. The position offers a competitive salary, flexible shifts, and various benefits including bonus eligibility and pension contributions.

Benefits

Bonus scheme eligibility

Pension contributions up to 6.5%

Life Assurance

Family leave support

Flexible working

Free RAC Ultimate Breakdown Cover

Discounts on retail and travel

Free onsite parking

Automatic enrolment into Colleague Share Scheme

Qualifications

• Previous customer service experience, preferably in a contact centre.
• Ability to manage complaints professionally and confidently.
• Excellent organisation and PC skills.

Responsibilities

• Handle inbound and outbound customer calls.
• Manage bookings and update systems accurately.
• Collaborate with the team to improve performance.

Skills

Customer service experience

Communication skills

Upselling skills

Organisation skills

Admin skills

Job description

About The Role

📞 Customer Advisor – SMR & Inspections Services

Start Date: February 2026 • Salary: £25,396.80 per annum + bonus eligibility • Hours: 40 per week, full-time • Shifts: Flexible across Monday–Sunday on a rotating basis

Location: Office-based at Bescot

Are you passionate about delivering outstanding customer service?

Do you thrive in a fast-paced contact centre environment? Join our SMR & Inspections Services Team at RAC and become our next Customer Advisor!

Training

You must be able to commit to two weeks full-time training (Mon–Fri, 09:00–17:00).

Your Role

As a Contact Centre Advisor within our Service, Maintenance & Repair (SMR) team, you’ll be at the heart of the customer journey by:

• Assigning technicians to jobs
• Coordinating with dealerships to confirm parts availability
• Acting as the key point of contact for customers throughout their booking

Benefits

At RAC, we reward your commitment with more than just a salary:

• Bonus scheme eligibility
• Pension contributions up to 6.5%
• Life Assurance (2x salary, 4x for pension members, flexible up to 10x)
• Family leave support and flexible working
• 24/7 confidential personal support service
• Car salary sacrifice scheme (after 12 months, including EV options)
• FREE RAC Ultimate Complete Breakdown Cover from day one
• Access to Orange Savings – discounts on retail, travel, tech & more
• FREE onsite parking
• Automatic enrolment into our Colleague Share Scheme – Owning it Together

What You’ll Be Doing

• Handling inbound and outbound customer calls
• Managing bookings and updating systems accurately
• Building product and process knowledge
• Collaborating with your team to improve performance
• Communicating confidently with internal and external stakeholders

What We’re Looking For

• Previous customer service experience (contact centre experience is a plus)
• Strong communication and upselling skills
• Ability to manage complaints professionally
• Excellent organisation, PC, and admin skills
• A customer-first mindset and drive to deliver a smooth, positive experience

If you’re ready to make a difference and be part of something special, apply now and become one of our #OrangeHeroes.

We’re proud to foster a culture that reflects the diverse communities we serve, welcoming applicants from all backgrounds and experiences.