Evening Resolution Specialist - Calm Customer Support

£12.71 per hour plus uncapped bonus

25 Hours per week

Must be flexible Monday to Sunday, between 4:30pm and 12am

Must be available to complete full time training

Office based – At our iconic Bescot Headquarters

Be the difference when it matters most

When someone breaks down, it’s more than just a vehicle issue - it can be stressful, disruptive, and sometimes unsafe. That’s where you come in:

As a Resolution Specialist, you’ll be the calm, capable voice who takes control in that moment. You’ll solve problems, provide reassurance, and make sure our members get the help they need - quickly, safely, and with confidence.

What you’ll be doing

• Taking ownership of breakdown calls, working quickly to understand the customer’s situation and any vulnerabilities

• Assessing cover and identifying the best solution - from remote fixes through to arranging assistance or onward travel

• Managing the situation end-to-end, from the first call through to resolution

• Keeping members informed with clear, proactive updates so they always know what’s happening

What we’re looking for

• Experience in delivering stand-out customer service under pressure (contact centre experience is helpful, but not essential)

• The ability to build trust quickly and communicate with confidence and clarity, especially in challenging situations

• Strong problem-solving skills and sound judgement under pressure

• Confidence using multiple systems and handling information accurately

• A proactive mindset - you take ownership and see things through