Executive Complaints Specialist

About The Role Executive Complaints Specialist Hybrid – Bristol or Walsall | Full Time (8am–6pm shifts + occasional weekends/on‑call)

Step into a high‑impact role at the heart of the RAC. As an Executive Complaints Specialist, you’ll take ownership of our most complex, sensitive and high‑profile cases from CEO‑level complaints to regulatory investigations and media‑related issues. This is a chance to make a real difference, every single day.

If you’re quick‑thinking, people‑focused and confident handling big, high‑stakes situations, this role will keep you challenged and constantly growing.

• Lead end‑to‑end management of executive and high‑risk complaints
• Deliver fair, well‑evidenced outcomes with clear, professional documentation
• Investigate press‑sensitive cases and work closely with PR teams
• Produce strong, accurate submissions for the Financial Ombudsman Service
• Coordinate cross‑team evidence and process redress where needed
• Work at pace and meet in‑day/in‑month targets

• Experience handling escalated or regulated complaints
• Outstanding written and verbal communication
• Strong investigative skills and confident decision‑making
• Ability to stay calm, focused and professional under pressure
• Comfort engaging with senior leaders and multiple stakeholders
• High levels of discretion and a commitment to doing what's right

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:

• Eligibility to join our bonus scheme.
• 23 Days Annual Leave
• 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.
• 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.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• 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.

When you join us you will automatically be opted into our Colleague Share Scheme
, called ‘Owning it together
'. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.

We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we’ll be with you every step of the way to help you grow and develop your career.

Ready to make a difference? Your next career move starts here.