Mercedes-Benz Cars UK Repair Management and Communications Specialist
UK (On-site)
Posted 3 days ago
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Job Description
As a Repair Management & Communications Specialist, you’ll play a key part in managing repair and car hire cases, acting as the link between customers, retailers, and corporate clients. Your focus will be on keeping cases moving, keeping everyone informed, and ensuring every customer feels supported throughout their vehicle off‑road journey.
This includes monitoring repair progress, escalating delays, resolving parts issues, and ensuring all communication reflects the Mercedes‑Benz brand. You’ll also help us hit our KPIs and maintain the high standards our customers expect.
Hours: 35 hours per week, rotational shifts between Monday-Sunday, 06:00-22:00
Salary: £23,208.46
Location: RAC Bescot Head Office, Walsall
Why Join Us?
At RAC, we recognise the effort our colleagues put in — and we make sure it’s rewarded. Alongside a competitive salary, you’ll enjoy:
- Eligibility for our bonus scheme
- 23 days annual leave
- RAC Group Personal Pension Scheme (up to 6.5% employer contribution)
- Life Assurance: 2× basic salary (4× for pension members), with options to increase
- 24/7 confidential support service for you and your household
- Car salary sacrifice scheme (after 12 months), including EV options
- FREE RAC Ultimate Complete Breakdown cover from day one
- Access to Orange Savings - discounts on retailers, supermarkets, holidays, tech and more
- Free onsite parking
- Automatic enrolment into our colleague share scheme, Owning It Together
- Managing and progressing repair management cases
- Handling car hire cases with accuracy and urgency
- Following up with dealers to reduce repair times and manage hire costs
- Escalating delays and parts issues to the right teams
- Meeting individual and departmental KPIs
- Producing written communication that reflects the Mercedes‑Benz brand
- Keeping up to date with products, systems, and processes
- Building strong relationships with dealerships and partners
- Making outbound calls to customers, dealers, and corporate clients
- Managing roadside incidents and keeping customers informed
- Using technology to provide clear, timely updates
- Working collaboratively to share best practice and drive performance
- Excellent attention to detail and accuracy
- Strong customer service skills and the ability to build rapport quickly
- Confident communication skills, both written and verbal
- Ability to build relationships with corporate clients and dealerships
- Good IT skills, including MS Office
- Experience in a contact centre environment
- Understanding of the breakdown industry (desirable)
- Knowledge of breakdown products, systems, and processes
- Understanding of relevant regulations (Data Protection Act, Working Time Directive, Health & Safety, FCA guidelines)
Joining RAC means joining a supportive, high‑performing team that works with one of the most iconic automotive brands in the world. You’ll have opportunities to grow, develop, and make a real difference to our customers and partners.
Together, we are all #OrangeHeroes — and we’d love you to be part of our journey.
We’re committed to building an inclusive culture that reflects the diverse communities we serve. We welcome applicants from all backgrounds and experiences.
RAC
The RAC is the UK’s leading breakdown service provider – a people-powered business of 4,000 ‘orange heroes’ delivering best-in-class motoring services for both private and business drivers. Originally founded in 1897, we've consistently been at the forefront of developing motoring solutions. The next stop on our 125-year journey is to become the UK’s #1 provider of driving services, a trusted brand and partner for all things motoring.This page is primarily used for corporate updates and industry insight. For customer support, please contact us directly via Facebook, Instagram or X, where our customer teams will be able to assist you as quickly as possible. Please note that comments are moderated to maintain a constructive and respectful environment, in line with LinkedIn’s Professional Community Policies If orange is your colour and you think you’d look great in a cape, then visit www.rac-careers.com/ or follow us to find out the heroic jobs currently on offer and what benefits you can expect at the RAC.
