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About The Role

An amazing opportunity has come up within RAC’s customer service division for a Social Media Expert. Working within an established team the role you will help to deliver inspirational customer service to existing and prospective members through the acknowledgement and ownership of posts identified through social media channels. As an experienced social media expert, you will handle member issues comments that inherently have wide public audiences and therefore a high degree of risk with regard to our company and product reputation. This role requires someone with a passion for the social media space and previous experience in a customer service environment.

Hybrid working and then based in either of our Bristol or Walsall headquarters, working hours will be shifts

Monday to Friday between 8am and 11pm with occasional weekends all on a rotational basis.

Key Accountabilities

• Monitor and respond, within agreed targets to social media comments (Twitter, Facebook, Trustpilot and any future developments) in real-time and within agreed response SLA’s, referring to Press & PR, Legal & Marketing where potential risk is identified.
• If required, to call customer to discuss on-going issues and to accelerate resolution or re-direct to the correct area
• Demonstrate ability to effectively manage multiple customers at any one time through conversations on social media.
• Effective management and prioritisation of workload when working through different channels and platforms (Social, Review Sites, Complaints Handling)
• Take personal ownership in investigating, answering and resolving customer posts, enquiries and complaints whilst maintaining a high level of professionalism in keeping the customer updated throughout the investigation process.
• Achievement of individual performance goals (customer handling times, right information right first time, correct escalation of complaints)
• Promote loyalty through fast, comprehensive issue / enquiry management, treating the member as an individual, maximising customer satisfaction, retention and where appropriate cross-sell / upgrade opportunities.
• Convey decisions clearly, effectively, professionally and empathetically in verbal and written format across a variety of channels (e.g. email, letter, voice, social media and any future developments).
• Maintain excellent product knowledge and awareness of competitor offers and provide insight regarding customer dissatisfaction which can then be fed back comprehensively through social media reports.
• Effective and efficient use of all business systems to ensure that responses to complaints, enquiries and complaints are resolved correctly the first time.
• Ensure that complaints and Enquiries are categorised to the correct level (Brand damaging, Media threat) in order to provide ability for the business to complete root-cause analysis.
• Achievement of expected data capture for data protection purposes on all contacts, such as email, telephone numbers, opting in, DOB, insurance dates and car details.
• Undertake additional activities as required, for example calls/contacts/keying from other departments.
• Act as a point of contact for the business when a high-profile customer is known to be broken down so we can make sure we monitor this via all social media channels and ensure they are serviced as best as possible.
• Always Demonstrates role model behaviour and performance.
• Completion of annual regulatory CBT’s to ensure clarity and knowledge of personal responsibility to demonstrate compliance as a RAC colleague
• Demonstration of TCF in all activity completed, escalating any potential issues/risks to a Manager or Local Compliance Champion
• Demonstrating knowledge of all business changes to its products or services to ensure that customers are not being misled – keeping track of all updates via the HERO Hub to ensure awareness of what is happening within the business

Qualifications, Skills, Specialist Knowledge & Experience

The role requires the ability to be a team player but also be able to work individually on assigned tasks. A passion for the brand and our products is essential as successful candidate will be helping to maintain reputation, your ability to sense and assess risk and then translate this into a measured response is critical. You will need to show tenacity and resilience and be adaptable to change with excellent interpersonal skills.

Experience of success in Customer Services / complaint roles is essential, ideally in a regulated environment and you must be able to show you are PC literate with excellent literacy skills.