WHAT YOU WILL NEED…

We’re looking for someone who thrives in a fast-paced environment, can juggle multiple tasks, and stays composed while helping customers — particularly during sensitive or emotional situations.

Here’s what you’ll need to bring to the role:

• Empathy and excellent communication skills – especially over the phone.
• A natural problem-solver – someone who stays focused and solutions-oriented, even when handling difficult or complex conversations.
• Previous customer service experience – ideally in a regulated office environment.
• Strong IT skills – including Microsoft Office and case management systems.
• A team player – with the initiative to manage your own workload and meet tight deadlines.
• An understanding of compliance – ensuring all activity meets standards set by the Financial Conduct Authority, Data Protection Act, and other relevant bodies.

ABOUT THE ROLE

RAC have a fantastic opportunity to join our dynamic claims services team as a Roadside Invoicing Agent. In this role, you’ll play a key part in supporting our members during some of the most stressful moments on the road, such as vehicle breakdowns and traffic accidents.
35hr working week with shifts between 08:00-18:00 Mon-Fri. Hybrid working available after the training period.

WHAT YOU WILL DO…

This is a varied and rewarding role where no two calls are quite the same. You’ll speak directly with RAC members — some calm, others distressed — and help guide them through the process after a road traffic accident. Your main responsibilities will include:

• Coordinating vehicle recovery.
• Offering reassurance and clear information to members at the roadside.
• Raising and managing invoices related to accident recoveries.
• Liaising with insurers to track case progress and recover costs.
• Providing outstanding customer service to our legal expenses policyholders, including policy queries, updates, renewals, and cancellations.
• Handling inbound and outbound calls with a calm, helpful, and professional approach.

You’ll work closely with insurance companies, recovery partners, and internal departments to make sure every case is resolved efficiently and with care.

Here’s what you’ll need to bring to the role:

• Empathy and excellent communication skills – especially over the phone.
• A natural problem-solver – someone who stays focused and solutions-oriented, even when handling difficult or complex conversations.
• Previous customer service experience – ideally in a regulated office environment.
• Strong IT skills – including Microsoft Office and case management systems.
• A team player – with the initiative to manage your own workload and meet tight deadlines.
• An understanding of compliance – ensuring all activity meets standards set by the Financial Conduct Authority, Data Protection Act, and other relevant bodies