Member Experience Outbound Specialist

At RACV we are people who care, we’re part of people’s every day – making a positive impact in their homes, on the road and on holidays. We’ve built on our roadside history and been there for our customers and members for more than 115 years. We provide opportunities that only a diverse business can offer. And the best is yet to come.

Jump start your RACV journey by joining our Member Engagement team as a Member Experience Outbound Specialist. We are searching for talented individuals with outbound phone-based experience to deliver delightful and meaningful experiences to customers and members through a variety of proactive contact initiatives. 

About the opportunity

With this outbound phone-based role you will receive a fully paid and structured training program.  You will receive thorough upskilling in systems, customer service and engagement, sales, and product knowledge. You will join a collaborative team where mutual support thrives, creating a workplace environment that people genuinely enjoy.

• Permanent full-time role - commencing Monday, 1st July 2024.
• Attractive roster – shifts scheduled between 8am – 6pm, Monday to Friday.
• Hybrid working arrangement - providing great flexibility and work-life balance.

Responsibilities of the role include, but are not limited to:

• Embracing a customer experience-first mindset and driving customer-centric approaches, solutions and strategies through all touchpoints and channels,
• Maintaining strong customer and member lifetime relationships through a robust program of timely outbound contact initiatives that deliver on our brand promise,
• Displaying confidence to interact with customers and members in a professional and competent manner,
• Proactive case flow management of NPS cases, ensuring members are contacted in a timely manner,
• Plus much more.

What we’re looking for: 

Our values are designed to shape and reinforce our desired ways of working. This role requires a passion for positive customer service experiences and outcomes, a customer-centric mindset, and the ability to work within a high-performing team in a fast-paced environment.

To be successful in this role you will need to:

• Be highly motivated with a positive nature,
• Have strong personal initiative, drive, and enthusiasm,
• Have a passion for high quality customer service experiences,
• Be solutions focused with the ability to actively listen and ask questions to effectively determine needs,
• Have strong verbal and written communication skills, and
• Be able to achieve both individual and team goals.

What we provide:
 

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business.

We are a tight knit team, with a supportive and collaborative culture and exclusive employee benefits you’ll actually want to use such as:

• Great discounts on insurance and accommodation at all RACV resorts,
• Free Basic Emergency Roadside Assistance, and the
• Ability to support your community with matched giving programs, volunteer days and team fundraising that allows you to do more for the causes that matter to you.
   

You will also be able to split your time between home and our Noble Park office which includes:

• Free and secure onsite staff car park,
• Onsite café with barista made coffee,
• Onsite gym and mobility hub,
• Onsite outdoor courtyard to enjoy and relax during breaks, and
• Daily fresh fruit and breakfast bar.
   

Ready to reach your full potential? Curious about where this role could take you? Then join our team where the work is meaningful and making a difference matters, and you can grow your career in more ways than one.