NFUM Incident Manager
- Walsall
- Contract
- Full-time
Shift Pattern: Monday to Sunday, 6:00am - 10:00pm (rotational shift basisStart Date: 6th October 2025Are you calm under pressure, confident on the phone, and passionate about helping people? We're looking for someone just like you to join our team as an Incident Advisor, supporting NFU Mutual customers who find themselves in roadside emergencies.This is more than just a contact centre role - it's a chance to make a real difference when customers need us most.🔧 What You'll Be Doing:
- Delivering fast, accurate, and empathetic support to customers in breakdown situations.
- Making smart deployment decisions and managing expectations around wait times.
- Taking full control of each incident to ensure the best outcome for both the customer and the business.
- Communicating clearly and effectively with internal teams and external partners.
- Meeting performance targets while maintaining high standards of compliance and customer care.
- Keeping your product and service knowledge up to date to deliver outstanding service.
- A confident communicator who thrives in a fast-paced environment.
- Someone who enjoys solving problems and supporting customers over the phone.
- A team player who's flexible, resilient, and motivated to hit KPIs.
- Ability to stay calm and professional in challenging situations.
- Competitive salary plus eligibility for our bonus scheme.
- Up to 6.5% employer pension contributions.
- Life Assurance: 2x basic salary (4x if enrolled in the pension scheme), with options to increase.
- Family leave support and flexible working resources.
- 24/7 confidential 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 - thousands of discounts on retail, travel, tech, and more.
- Free onsite parking.
- Automatic enrolment into our Colleague Share Scheme - 'Owning it Together', giving you a stake in RAC's future success.