Senior Complaints Specialist

About The Role

We’re looking for a Senior Complaints Resolution Specialist to help us deliver fair, timely and high‑quality outcomes for our members. You’ll take full ownership of complex complaints from start to finish, investigating thoroughly, communicating with empathy and ensuring every member feels genuinely heard and supported.

Alongside managing your own caseload you’ll be a trusted subject‑matter expert within the team. You’ll coach colleagues in real time, support managers with performance insight and play a key role in strengthening the overall complaint function. This is a full‑time, permanent role based in our Bescot office.

• Supporting management team with oversight of end-to-end daily performance across closure targets, quality metrics and escalated case reviews
• Owning complaints and enquiries end-to-end across phone, email and written channels.
• Investigating issues with care, accuracy and objectivity, ensuring decisions are fair and fully compliant.
• Coaching colleagues in real time, sharing your expertise to strengthen decision‑making and case handling.
• Working closely with managers to monitor performance and spot opportunities to improve productivity.
• Keeping records accurate, data meaningful and systems up to date so cases progress smoothly.
• Handling reopened or complex cases with confidence, escalating where needed with clear evidence.
• Contributing to a positive, collaborative team culture by sharing insights, feedback and best practice.
• Taking ownership of your own development and embracing continuous improvement.

• Team focus with passion for the department to succeed
• Strong resilience, determination and self‑motivation
• Confidence using systems, with solid numerical and written ability
• Experience in a customer‑focused role where you’ve handled challenging conversations or decisions
• Educated to GCSE standard (or equivalent)

• 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.

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.