NFUM Incident Manager
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Position Overview & Specifications
About The Role
RAC have an exciting opportunity in our NFUM team as an Incident Manager on a Full Time Permanent basis. This will be based in our Bescot Head Office.
The purpose of this position is to provide an efficient, responsive and quality telephony service to all National Farmers Union Mutual customers.
Benefits and rewards:
- FREE Ultimate breakdown cover for you and your household worth up to £500
- FREE on-site parking
- Overtime opportunities to boost your earnings
- Flexible benefits you can tailor to suit you
- Free European Breakdown cover including 7 days car hire to continue your journey
- Amazing employee benefits including additional discounts on big brands, hotel stays and days out
- Life insurance, performance rewards, and pension
You will need to effectively communicate to our customers, our plans to resolve their situation and manage their experience through to completion, have the ability to identify customer delay and integrity to work to resolve with the wider Customer Service team to gain a resolution and make appropriate deployment decisions.
The Salary for this position is £19382.77
Shift patterns range between Monday – Sunday, 6am-10pm, Full Time 35 hours per week
Key accountabilities
- Offer the best possible and cost-effective solution ensuring provision of a professional and quality service, which meets or exceeds customers needs and agreed organisational goals.
- To respond to all incoming calls to customers broken down at the roadside quickly and effectively, to take full details of the breakdown, establish the driver’s entitlements and requirements.
- Manage the time to attend the customer at the roadside through effective communication, identifying how the customer can be proactively managed through to satisfactory completion.
- Ensure all relevant contact is made to customers to ensure their welfare and safety
- Develop positive relationships with all colleagues within Roadside Services, taking responsibility for own actions, supporting others’ decisions and assisting Roadside Services in the delivery of inspirational customer service.
- Liaise and communicate with internal and external contacts ensuring that resources are available and services are provided on a timely and efficient basis, taking responsibility for the quick and effective resolution of all customers’ needs.
- Contribute to defined individual and team performance targets, which achieve profitability, growth and service excellence.
- Constantly update and maintain product and skills based knowledge in order to provide inspirational service
Skillsets from a contact centre or call centre background work well in this position as quality customer service is a priority. We are looking for a passionate and energetic colleague to join our growing NFUM Team where together we are all #OrangeHeroes!
Apply now and be a part of our journey!
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Membership Organisations
Based on transatlantic hiring benchmarks for NFUM Incident Manager roles across RAC's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Membership Organisations.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £19,383 - £19,383 bracket, including retirement vesting and health parity.
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