Work From Home Renewals Advisor – RAC

Personal Profile:
The RAC works every day to put the joy back into driving – making motoring easier, safer, more affordable and enjoyable. For over a century they’ve been here to keep motorists moving, building one of Britain’s most trusted brands and the largest membership of any motoring organisation worldwide. 88% of their members and customers would recommend their products and services, but they’re not complacent – and this role is all about renewing business with members who may be looking to leave their club: reviewing their requirements and potential reasons for leaving, handling their objections in a constructive and understanding manner; and offering alternative RAC products or services that better meet their needs.
No two members are the same and you’ll be able to treat every customer individually, delivering an exceptional customer service at all times.

Could you support The Motorist’s Champion by delivering high levels of customer experience and ensuring that each and every existing customer has the optimum Service package possible?

And all from the comfort of your home office?

If the answer is ‘Yes’ … then read on!

We are looking for enthusiastic people to handle incoming Renewals calls who put the customers first, are good listeners and persuasive talkers.
You’ll have the natural ability to listen and identify members’ needs, the resilience and flexibility to adapt to many different situations, have an excellent grasp of internet technology, be responsible, adaptable, and confident, as well as have the ability and a strong motivation to work from home.

Right now, you’ll ideally have contact centre experience (or similar) in a sales or customer service role. You’ll certainly be comfortable with hitting hourly sales and revenue targets in a performance driven environment, motivated and results driven, working in a team, in a role that’s crucial to retaining RAC’s members and delivering a continually ‘better’ service. Working in a regulated industry, you’ll have the ability to work to a high quality and be able to treat our customers fairly on every call.

As you will be working from home, PC literacy, high flexibility in your schedule, good organisation skills, independence and self-reliance are essential.

Main Responsibilities
You will be handling inbound Renewals queries from your home-office on an Annualised Hours Contract Basis for our client, RAC.

Annualised Hours means that if you are employed to work a set number of hours per week (your Contractual Hours, to be agreed with you during recruitment and which can vary from 20 to 30 hours per week), during “off peak weeks” you will be required to work less hours per week, and then during “peak weeks”, you will be required to work more hours per week.

As a HomeAgent you will play an absolutely vital part in helping us provide excellence and peace of mind to our client’s customers, whilst being part of a strong HomeAgents team and working to individual and team targets.

Call Type:
Inbound Renewals for existing Members.

Products
Road side assistance cover and motor insurance

Starting Salary:
£26,000 per year + bonus on performance
After successful completion of probation: £26,000 per year + bonus

Location:
Anywhere in the UK

Essential Skills and Experience:
Sales experience (direct or through services)
Customer service experience
IT literacy

Desirable Skills and Experience:
Call centre experience

Shifts:
Working Hours
Monday to Friday 7am to 10pm
Saturday 8am to 8pm
Sunday 9am to 7pm

Peak Times:
Monday 9am-6pm
Tuesday to Friday 9am-8pm
Saturday 9am-3pm
Sunday 9am – 4pm

Mandatory Hours:
• Requirements are higher on Mondays so you will be required to work every Monday, in particular between 9am and 6pm but not exclusively.
• You must book at least 2 evening shifts per week (4pm – 8pm – with 1x half hour break during this time)
• 1 Friday evening shift per 4 weeks in addition to the 2 evenings per week
• A minimum of 2 Saturdays and 1 Sunday each given month

The above may change depending on client’s requirements which are driven by customer demands.

Flexibility is a must, as you will be working multiple intra-day shifts. Be prepared to work evenings and weekends!

Pre-Employment Checks:
We will conduct the following background checks:
• Establish your legal right to work in the UK
• Verify your last two years activity
• Criminal history check (CRB basic disclosure to be provided by you at your own costs)
• Fraud database checks
• Credit check, which will check for County Court Judgements, Bankruptcy and Individual Voluntary Arrangements.
If you do have any county court judgements, have been made bankrupt, have an individual voluntary arrangements or criminal conviction, this does not necessarily mean that we cannot consider you for the role. A decision would be made depending on your circumstances and the role in question.

CIFAS
Please note that Sensée is a member of CIFAS and therefore we will check your details with/against fraud prevention databases.
Should our investigations identify fraud or the commission of any other criminal offences by you when applying for, or during the course of your employment with us, we will record the details of this on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and by us and other organisations to prevent fraud.
Please contact us if you want to receive details of the relevant fraud prevention databases through which we share information.

Training and Development:
You will also need to attend a mandatory full time 3 weeks training to be delivered virtually over set shifts.

Technology and Home Office Requirements:
You will need to provide a quiet and secluded home office equipped with a dedicated telephone line, a dedicated wired broadband connection, a dedicated to work PC (desktop) and a telephone handset with headset, all meeting our required specifications.

You will not be moving home within the next 6 months.

Sensée is an equal opportunities employer and welcomes applications from all sections of the community.