Roadside Invoicing Agent

The RAC have an exciting new opportunity within our dynamic Claims Services Team, we are currently looking for a Roadside Invoicing Agent to join us at our Bristol office. This role will be delivered on a flexible hybrid model of working three days from home and two days at our Bradley Stoke office in Bristol.

The core function of this role is you will take calls from our members at the roadside who have been in a Road Traffic Accident and support them through the situation. This will include arranging recovery of their vehicle, through our RTA recovery team, to recovering the costs incurred to us as a result. We will be offering advice and support to our members through the recovery process whilst speaking with insurance companies on a regular basis chasing up progress of the case.

You will also be providing quality customer service and support to our stand-alone legal expense insurance policyholders, dealing with a variety of queries from address changes to policy sales, renewals and cancellations.

The shift requirements will fall within our opening hours of Monday – Friday 08.00 – 18.00, 35 hours per week with no weekend or bank holiday working.

What You’ll Do…

As well as communicating with our members, insurance companies and internal departments by telephone, email and post to obtain information required to recover costs, you’ll be required to do the following;

• Talk to our members, adhering to scripts where applicable and support them through their situation.
• Generate invoices and make future contact with insurers to obtain payment.
• Ensure all calls and associated activities are logged accurately on the relevant case management systems.
• Handle file/ calls, both inbound and outbound, in line with business processes and inline with regulatory compliance.
• Maximise all recovery opportunities for the business and meet business objectives effective information capture and questioning.
• Handle and resolve complaints over the phone and establish which area of the business the complaint needs to be dealt with.
• Ensure your work conforms to standards set by the Financial Conduct Authority, Data Protection Act and other relevant legislation and/or regulatory bodies.

What You’ll Need…

To be considered for this role you will need experience of working within an regulated office environment and experience working within a team in a customer service environment, as well as;

• A high level of empathy and the ability to be able to build rapport with our members.
• The ability to organise and manage own workload with minimal supervision.
• Excellent written and telephone communication skills.
• A broad range of IT skills including knowledge of Microsoft Office Tools & Applications.
• Experience of working as part of a team to achieve targets, whilst also having the ability to use your own initiative and work to strict deadlines.
• Being comfortable with dealing with difficult conversations with external partners and overcoming objections.

In return, we offer…

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:

• Free RAC Ultimate Complete Breakdown Service from Day One.
• 25 days annual leave entitlement plus bank holidays.
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
• 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.
• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
• Free onsite parking.