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Expect scenarios on de-escalating frustrated members, applying policy fairly when evidence is incomplete, and writing clear case notes. Be ready to discuss how you prioritise a queue, when you escalate, and how you partner with operational teams (e.g. patrol or claims) without over-promising.
Strong fit if you enjoy structured casework, calm phone or written advocacy, and service brands that live or die on trust after a breakdown or claim. Thin public data on this specific RAC posting in Australia—treat company wiki context as UK-centric background and verify the local employing entity in the offer.
As a Member Resolutions Officer at RAC, a typical day centres on member complaints and escalations tied to roadside assistance, insurance, or related membership services. You would review case history, clarify policy and outcomes with the member, coordinate with patrol, claims, or operations teams, document decisions clearly, and close or escalate cases within service standards—balancing empathy with fair, consistent resolution.
The listing marks remote as no; expect on-site or hybrid work in Australia pending RAC’s confirmation.
Handling member disputes and escalations through to a clear, documented outcome—not frontline sales.
See RAC Limited on Wikipedia for high-level history and services; confirm the Australian operating entity separately.
Website: rac.es
RAC Limited, called The RAC, is a British automotive services company headquartered in Walsall, England. Its principal services are roadside assistance and general insurance, and its subsidiaries include RAC Motoring Services Ltd, RAC Financial Services Ltd and RAC Insurance Limited. It was a private club owned by its members until sold in 1999, eventually acquired in 2014 and 2015 by GIC Private Limited and CVC Capital Partners. In 2022 Silver Lake acquired a stake in the group while leaving GIC and CVC as major stakeholders.
Public cache only — not an employee review.
RAC invites applications for a full-time Member Resolutions Officer position based in Australia. This role offers the chance to support a large membership community by delivering fair and effective outcomes every day. What This Role Involves The Member Resolutions Officer at RAC in Australia sits at the heart of member care, ensuring concerns are explored thoroughly and settled with care. In this full-time role you will focus solely on achieving positive results for people who rely on the organisation, contributing to everyday trust and satisfaction across the membership base while collaborating closely with colleagues on site. Responsibilities Review and investigate member concerns raised for formal resolution, gathering all necessary facts promptly Speak and write clearly with members to clarify issues, explain options and confirm agreed next steps Work alongside other teams inside RAC to obtain supporting details and put solutions into action Keep precise case notes and track progress until each matter reaches a complete and fair close Apply consistent standards and sound judgement so every member receives equitable treatment Identify recurring themes and share practical insights that help improve future member experiences What We're Looking For Background in member-facing or customer service work that includes handling escalated or complex matters Strong spoken and written communication skills suited to Australia-based professional settings Clear thinking and problem-solving ability that produces practical, balanced outcomes Genuine empathy paired with a steady focus on fairness and member wellbeing Organisational skills that allow several cases to be managed accurately and to deadline Willingness to uphold RAC values while delivering a high standard of service About RAC RAC serves more than 1.3 million members and is recognised as one of Western Australia’s best-known and most reliable organisations. Purpose shapes every decision: the team unites people around shared goals, clears barriers that hinder progress, and drives change that creates lasting benefits for members while building a stronger Western Australia. Members stay central to every activity, making roles such as Member Resolutions Officer vital to ongoing RAC careers in Australia. Apply Today To apply, complete your application directly on this page, or you'll be redirected to the employer's…
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