Mercedes-Benz Repair Management & Communications Specialist
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
What You’ll Be Doing
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
What You’ll Bring
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)
Why RAC?
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.
