RAC
3.0 out of 5 stars.
Get weekly updates, new jobs, and reviews

RAC Employee Reviews for Customer Service Representative

Review this company
Job Title
Location

Ratings by category

2.7Work-life balance

Sort by

HelpfulnessRatingDate
Found 25 reviews matching the searchSee all 137 reviews
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Stressful, no job security

Indeed featured review

The most useful review selected by Indeed
no job security, constantly letting people go. Bad atmosphere with an obvious divide between long serving staff and’newbies’. Stressful, monotonous job taking abuse all day long.

Pros

Alright money

Cons

Atmosphere, job security, stress, monotonous
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Poor pay for unsocial hours

Was originally from agency on poor pay then moved to poor hours which no one wanted to do 5pm to 11pm shifts every day. Then told they were going to give us a contract then next day decided not to . Then start of pandemic told we were being released from contract. Think I'm going to go back when needed to be released again I DONT THINK SO

Pros

None

Cons

Long hours to get decent wage
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Productive workplace.

Every day at the RAC brings new challenges and a fun outlook as the day begins really helps. Some calls can be hard as customers can get understandably irritated when recoveries are taking a little longer than expected. But the training received is excellent and prepares you fully for these types of incidents. In all this is a very rewarding company to work for with great benefits to accompany it.

Pros

Great pay and relaxed work atmosphere.

Cons

Travel during Manchester United matches.
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Racist environment

If you haven’t worked there for 10 years plus they don’t care about you also racist comments are acceptable as far as management and Hr are concerned.Plenty of evening shifts and hardly any holiday gets approved.

Pros

Lots of people can make some good friends once you filter through the racist ones decent pay

Cons

Racist people shift work fighting for holiday
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Very maternalistic business

This is a very maternalistic business where employees are not allowed to think for themselves. Very harsh targets and unrealistic expectations along with a very high staff turnover. Training on systems does not fully prepare you for use of live systems and procedures.

Pros

Good pay

Cons

High targets, terrible management
Was this review helpful?

Rate your recent company

Share your experience to help others

Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Good place to work all round

Worked here for 15years and feel it's a good place to work with progression in some areas. Good salary in some areas also but not in others and this could be mayched

Pros

Flexible

Cons

Salary
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Most horrible place I have ever had the misfortune to work for

if your face fits, they will love you. Double standards all over the place as it's one rule for one and another rule for someone else. Management are generally shopping online and do not know the answers to your queries. Customer service is actually a sales department despite what they say and in the CS department you are incentivised on sales instead of your customer service skills. Feedback from customers with examples of outstanding customer service is ignored, whilst agents who sell the most and deliver a barely passable standard of customer service are celebrated and promoted. Multiple and various staff members crying on a daily basis due to unrealistic job expectations and fear of losing their job because of it. They don't care about real customer service and seem to have the mentality that if you arent able to pitch to them and youve covered your legal stuff then get them off the phone as quickly as possible tp make way for customers who will spend money. The overall job rating of 1 is only because of the team members.
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Good Part Time JOb

Good part time job with extra overtime available if needed. easily get holidays approved, or can shift swap with others. inbound contact call centre so easy job
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Loved this job

I don't think I would have left this job if it wasn't temporary / part time. I needed full time hours which were apparently never available. The shifts were all over the place, one week you would do say 06:00am-11:00am and the next week you would be put on 18:30-23:00 but you were ways given advancd notice of this and you could shift swap if you wanted with other employees. You also has to hot desk which was difficult if coming in at an afternoon shift. Plenty of support from the call centre managers but no progression internally or opportunities for more hours.

Pros

Free parking and insentives

Cons

Busy call centre, hot desking
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

If your looking to be fired....work here

When you start you get put on a 3 month probationary contact with a temping agency, and given two weeks training. IF you make it through the training and probation ( My class had 17 people in it and only 7 got through) then you are offered another 6 month probation period actually working for the RAC. This means that they can literally fire you whenever you like without explanation. If you are starting university and they say that they can accommodate your uni hours, don't believe them. Everybody who they had told that going to uni wouldn't be an issue, was fired when they chose to put university first. If you have a medical issues, they may offer you support, but only expect it to last a week before you are fired for it. Everybody who had a medical condition (especially depression) was fired midway through their shift. (notably not at the start or end. Actually half way through). If you have to take time off for family reasons, then you can guarantee you won't have a job to come back too. The money's good so if you can turn up do your job, not talk to anybody and keep your head down then go for it. But you probably still won't last very long. The work place is full of gossip, if you have an issue or complaint then you are known to be the trouble maker, no matter how valid your complaint and issue may be. Management are young, inexperienced and way too big for their boots. Especially those who are promoted early.
Was this review helpful?

Jobs at RAC

Customer Service Representative positions
See more jobs
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Avoid

I was at th RAC for two weeks, unfortunately, I suffered a miscarriage and had no time off with this, apart from the following Tuesday, as I was rushed into hospital to have a blood transfusion. I told them prior to me starting all my medical problems and they was willing to take me on with this, what happened to me was completely out of control. I returned to work on the Wednesday, to be pulled in from my manager and sacked - before my shift had even started. Shifts are rubbish too

Pros

Nn

Cons

Everything
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Too many changes not enough support to arrange time for doctors appointments

The good points : car park facilities on site , In house canteen restaurant with great service you know who you are , also a few line managers were supportive,(JH) , bonus was great when joined but that continued to decrease. The bad points to many to list to be polite

Pros

Hitting bonus

Cons

too many changes making poor service for clients
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Approach with caution

Management too young, does not inspire confidence and not worldly wise. Employees are just numbers to be hired and fired at will. You get a lot of abuse from members on the phone, its soul destroying None if any training schedule after initial training

Pros

free parking
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Good company with lot of long serving employees

Enjoyed my time with them, but feel time to move nearer home now. Advancement for people with drive, its a cosmopolutan type of company that vvalues its workers and treats them fairly.

Pros

After 12months free membership

Cons

Shifts
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Risk is not worth the money.

My time at RAC was very short lived. And though it had its perks, the cracks began to show far too quickly. The job is easy to get the hang of, fairly quickly. The problem however, is the repetitive nature of the work. Coupled together with the 8 hour long shifts, can make the job become almost unbearably dull, especially since peak hours are only between 10 and 2 (In my experience, this may be different for others) So for example, if you were to work a 11am - 7pm shift, come 3pm on wards you'll barely receive any calls. Come 5pm you're basically down to a call every 30 minutes, if you're lucky. Leaving you with absolutely nothing to do. Since your job is take calls and nothing more. More to the point, in my experience, they expect you to be a part of a machine at all times. If you deviate from this intention, for even a small moment, you will be hounded. It's as if they're constantly on watch with everything you do. There were instances where they asked why I was so long on the toilet, or asking me why I was 2 minutes over my lunch break. Though it always boiled down to a matter of time-keeping, it felt like I was committing a heinous crime every second I was away from my desk. And a warning to new comers, should you do one single thing out of line, there is a risk that you will be fired, your things picked from your desk, and then escorted out of the building within two minutes. Two. Literal. Minutes. To make things worse, the reason for my termination was given to me with absolutely no context/evidence, but they gave me no time to defend myself - 

Pros

None.

Cons

Terminate on the spot with no evidence/context.
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Worst job ever

The only job I've ever done where I'm constantly click watching. Poor training no managers when I'm on shift. Rubbish benefits. Parking atrocious. Avoid if possible
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Difficult to plan ahead or regular activities as no set shift patterns

No stable shift patterns No consistency with management No team meetings Not on shift with team manager No Team involvement Nice building Facilities poor

Pros

None

Cons

No pattern to shifts
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Brilliant workplace

I enjoy my time here the most enjoyable part of the job is the people who work here as you couldn't wish to work in a friendlier place. I also enjoy being able to be a point of rescue for those who are distressed. The hardest part of the job might have been difficult customers as you will sometimes get customers in distress who can be difficult to reason with and some you may have language barriers with.

Pros

Friendly atmosphere

Cons

Stressful situations
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Good company to work for

A very good employer . I have been with rac for nearly 9 years . I am currently part time , but looking for more hours . Unfortunately rac are not in a position to offer me anymore hours.

Pros

Parking

Cons

Not enough hours
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Review

Shifts are long and drag on if your a full timer would recommend if part time though. co-workers are all friendly but if its busy you cant really speak (90% of the time it is)
Was this review helpful?
Job work-life balance
Salary/Benefits
Job security/advancement
Management
Job culture

Busy office

Start the day by login into the rac system , setting up the phone. Making sure im ready to take calls from the start of my shift. I learned alot about the areas locations and the vehicles most at risk of breaking down. My co-workers were all very nice and helpful people. The hardest part of the job would be telling customers of lengthy waits and that in some cases service could not be given due to incorrect memberships being held. The feeling you had helped make somebody's stressful time easier and reassuring them help is on the way

Pros

overtime available with a great rate of pay and rac membership

Cons

evening shifts till 11.30pm
Was this review helpful?

Want to know more about working here?

Ask a question about working or interviewing at RAC. Our community is ready to answer.Ask a Question

Overall rating

3.0

Based on 137 reviews
5
29
4
29
3
22
2
21
1
36

Ratings by category

2.7Work/Life Balance
3.2Salary/Benefits
2.7Job security/advancement
2.5Management
2.8Culture
  • Companies
  • RAC
  • Employee reviews
  • Customer Service Representative
Tell us how to improve this page
What would you add or change?