Social Media Customer Expert
Job Description
Overview
Join the RAC as a Social Media Customer Expert and contribute to delivering outstanding customer service through social media. This permanent role is part of a dynamic Social Media team and offers a hybrid working arrangement with two days per week in the Bristol or Bescot office and three days working from home.
Your Working Hours
- Monday to Friday: Between 8am and 11pm (rotational shifts)
- Weekends: 9am to 5pm (rotational shifts)
What You’ll Be Doing
As a Social Media Customer Expert, you will represent the RAC across social platforms, providing exceptional service to existing and potential members. Your responsibilities will include:
- Responding to customer posts across social media channels with empathy and professionalism
- Investigating and resolving queries and complaints, keeping customers informed throughout
- Prioritising tasks across multiple platforms including social media, review sites, and complaints channels
- Communicating clearly and effectively in writing and verbally across various formats
- Maintaining strong product knowledge and staying informed about competitor offerings
- Meeting performance goals such as quality, response times and complaint resolution standards
What We’re Looking For
To succeed in this role, you will have:
- Experience in customer service or complaint handling, ideally in a regulated environment
- Proven experience working within social media, or a genuine interest in social media platforms
- Strong communication and listening skills
- A proactive, resilient, and self-motivated approach
- Confidence working independently and as part of a team
- Solid PC and literacy skills
- Flexibility and adaptability in a fast-paced environment
What We Offer
We believe in rewarding our people. Benefits include:
- Competitive salary and eligibility for our bonus scheme
- 25 days holiday plus bank holidays
- RAC Group Personal Pension scheme with up to 6.5% employer contribution
- Family leave support and flexible working resources
- 24/7 confidential personal support service for you and your household
- Car salary sacrifice scheme (including electric vehicles) after 12 months
- Free RAC Ultimate Complete Breakdown Cover from day one
- Access to Orange Savings – discounts on thousands of retailers, holidays, tech, and more
- Automatic enrolment into our Colleague Share Scheme – ‘Owning it Together’
Our Commitment to Inclusion
We are proud to foster a culture that reflects the diverse communities we serve. We welcome applications from all backgrounds and experiences and are committed to creating an inclusive, accessible, and collaborative workplace.
