About the Company
The Royal Automobile Club (RAC) has been a trusted name in motoring for over 125 years. We are dedicated to keeping drivers safe and on the road through our comprehensive roadside assistance, insurance, and vehicle services. As a leader in the automotive industry, we pride ourselves on our rapid response times, expert technicians, and unwavering commitment to customer satisfaction. Joining RAC means becoming part of a legacy of excellence, where your skills contribute directly to the peace of mind of millions of motorists across the UK.
Job Description
Are you a master of multitasking with an unshakeable calm under pressure? Do you thrive in a fast-paced environment where every decision counts? We are seeking a highly organized and resilient Towing Dispatcher to join our critical operations team in Blackpool. This role is at the heart of our emergency roadside assistance service, requiring sharp problem-solving skills, exceptional communication, and the ability to manage multiple complex situations simultaneously. You will be the vital link between our members in distress and the expert assistance they need, often working challenging shifts that include nights, weekends, and holidays. If you’re ready for a dynamic role where you can make a real difference in people’s lives, we want to hear from you.
Key Responsibilities
- Receive and prioritize incoming emergency and non-emergency calls from stranded motorists.
- Accurately assess member needs and determine appropriate services (tow, jump-start, tire change, fuel delivery, etc.).
- Efficiently dispatch the nearest and most suitable tow trucks and service vehicles using advanced GPS and dispatching software.
- Maintain constant, clear, and concise communication with field technicians, providing them with critical job details and updates.
- Provide accurate estimated arrival times to members and keep them informed of any changes.
- Document all call details, dispatch actions, and resolution outcomes thoroughly and accurately in the system.
- Monitor the status of all dispatched jobs, ensuring timely completion and adherence to service level agreements.
- Handle high-stress situations, upset customers, and unexpected operational challenges with professionalism and composure.
- Collaborate effectively with fellow dispatchers and supervisors to ensure seamless operational flow.
- Adhere to all company policies, safety regulations, and industry best practices.
Required Skills
- Proven ability to work effectively in a high-stress, fast-paced environment.
- Exceptional problem-solving and critical thinking skills with the ability to make rapid, sound decisions.
- Excellent verbal and written communication skills, with a clear and professional telephone manner.
- Strong geographical knowledge of Blackpool, Lancashire, and surrounding areas.
- Proficiency in computer systems and the ability to quickly learn new dispatching software.
- Demonstrated ability to multitask, prioritize, and manage time effectively.
- Customer service orientation with a strong desire to assist others.
- Flexibility to work various shifts, including nights, weekends, and public holidays, as part of a 24/7 operation.
Preferred Qualifications
- Previous experience in dispatch, call center operations, emergency services, or logistics.
- Familiarity with vehicle types, basic mechanics, and roadside assistance procedures.
- Experience using CAD (Computer-Aided Dispatch) systems.
- A background in the automotive or transportation industry.
Perks & Benefits
- Competitive annual salary with opportunities for shift differentials.
- Comprehensive health and wellness benefits package.
- Generous paid time off, including annual leave and public holidays.
- Company pension scheme with employer contributions.
- Ongoing training and professional development opportunities.
- Employee assistance program for personal and professional support.
- Exclusive discounts on RAC products and services, including membership.
- A supportive team environment where your contributions are valued.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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