consultant

member services representative

call taker

retail sales associate

claims manager

RACQ

The RACQ Inbound call centre used to be a good place to work about four years ago. Then they fired (made redundant) a heap of supervisors and the culture changed. Instead of a place where staff were recognised it became a churning factory. Staff were gaslighted constantly, bonuses started to disappear and become less frequent and harder to achieve, managers were employed to managed us who had never done the job.

If you complained about bonuses changing you were ‘negative’ and if you brought up how in the past staff were treated better you were told and I quote “you do realise you’re working in a call centre?”. Which I guess is their way of saying “you deserve to be treated as disposable trash”. Staff are so let down, it used to have an office environment but now the management that cared have been replaced by sycophants and the call centre feels like a battery farm. ‘Call Centre Employee of the Month Award’ was always getting forgotten about, and “The Platinum Club” that ran for three years for top employees was also just abandoned and never mentioned again.  

If you want your achievements and hard work to be appreciated do not work here. They will over look everything you do right and narrow in on one rubbish product that you didn’t sell.  Probably because said product was garbage. 

I worked here for over seven years and the mental health toll of trying to do calls their way and the pressure they put on you was exhausting. They focus on the minutia - every part and nuance and words used in the call is controlled. They make you feel like a robot and have successfully killed the charm that RACQ consultants from four years ago used to have.  If you spoke up about struggling you were told that you were wrong. That you weren’t struggling- Management constantly gaslight you. 

Stress and mental health fatigue is a guarantee in this role. It’s very hard to book time off. If you need to move house they will ask you to shift swap rather than give you that day. If you have other options take them only work for RACQ if your willing for them to crush your spirit.

if you love spending your days on the verge of tears you should apply for RACQ BANK. I can only speak regarding the bank but it was the most shocking place i have ever worked at. Absolutely no support (two days of training) and then being thrown into the deep end as they are always understaffed. Managers that sit out the back on their computers wasting time and will refuse to help you if you need assistance, youre told to "work it out" and then begin to read manuals in front of the customer (a very unprofessional look). I understand staff need to be monitored but the way you are watched on the cameras out the back and scolded at if you speak to another staff member is ridiculous, especially when alot of the time work is being done out the back at all. The culture is terrible and each day feels like highschool - if not worse, so much gossip. Employees being pulled aside and told they are lazy and self centred. Christmas is definitely the worst when unpaid lunches are organised and youre pressured into paying for them. RACQ bank made me have a nervous breakdown. Other staff were also "let go" with no warning and reasons that were given were they didn't seem to be happy - this would come out of nowhere and there would be no forewarning of any of this happening. Since leaving the bank i have realised what a truly toxic environment i was in. Within a year 5 staff joined and left the particular branch i worked at i wouldnt work there if i was paid double. Arriving at 8.28 for an 8.30 start was also not good enough, you were expected to be there at 8.10 even though you werent paid until 8.30. If someone also made an error you would be there half an hour past 5 and it would be unpaid. The only good thing in the bank were the lovely people working in the business support centre, that would pick up the phone and assist you with things over the phone since the managers out the back refused to help, god bless those people.

God forbid you have the most unfortunate circumstance to be employed with these creeps in Road Service. RACQ prefer now inexperienced sheep  to forcibly  sell batteries to their loyal members who refer to them now as customers ,(shh its a secret, join the bank) and let their highly skilled licensed and experienced Patrols sit by the road side and then micro manage them with stupid KPIs and force them into competing with one another through reward schemes  so the managers receive their bonus and then pat each other on the back.. Shame on them for fooling employed staff out of their working conditions and replacing them with inadequate staff and contractors. Managers struggle to see how stupid they are , even having to  try and find a blown fuse in an electrical circuit, they then treat their staff with complete contempt unless your in the click or one of their more  recent British imports. If you enjoy working a roster that has 22 different start times and perhaps consider a divorce, knock yourself out, or perhaps working in the rain or extreme heat 11 hrs a day, go for it. You can look forward to a day of fun filled spying , being remotely monitored and having photos taking of you whilst  working and then being shoved up the with a red hot stick by some small minded, inexperienced self possessed  ..... of a manager trying to step on his workmates to get ahead who may one day realize know one likes him and is hopefully made redundant.

After 8 years of working at RACQ, I am so, so disappointed with what it has become. 

You’re continually bullied and gaslit by passive aggressive management who have no management skills, people skills or life experience. When you attempt to resolve issues, HR will throw you straight into ‘mediation’ with the manager who made you feel like you have no self worth and caused you to doubt if you ever even worked at the company. This manager has recently been promoted.

I quit with no job and spent 3 months working with doctors and psychologists to regain some self worth and work out that it wasn’t me that was the problem.

You can offer new members way better premiums than existing policy holders. You’re continually dealing with complaints as they advertise that they 24/7 but most departments finish at 7pm or 9pm at the latest. Website and systems never work. Sales targets based per engagement so you’ve got to sell something to everyone. Your expected to over service members even if it’s just a change of rego. You can never get holidays. In flexible and no work life balance despite them continually telling you that there is. You could be great at 99 out of 100 things but that 1 thing that you’re not good at, they will kill you over.

The only plus, I’ve met some lifelong friends who have helped me through.

towing and incident management are absolutely appalling in the attitude towards there staff 
Full of lies manipulative tactics and a lack of respect for ones knowledge and previous employment. 
Made to meet KPI’s for a member population of over 1 million people is appalling and down right stupid, all about the money And filling the pockets of someone that cries securing a contract. It appears to be RACQ’s main objective to appoint members of there staff to leadership positions that obviously don’t meet the leadership criteria and couldn’t lead a mob of kangaroos to a watering hole as well as securing full time employment to a bloke that no one likes. 
Staff can’t trust management and avoid them like the black lung, partially managed by a bloke no older then 3 days off the breast that uses and manipulates to make it look like a favour. 
Disgusting traits used by upper management and HR behind ones back is amazing but yet sadly caught out by someone much more cunning and intelligent. 
Don’t trust the management team at all avoid them there not there for you, only there for there pay check and chunk of meat thrown to them by head of TIM’S

I have worked for RACQ for over a decade and strongly believe that we live up to the values we have developed internally in all that we do. Our strong community brand and the satisfaction and excitement I witness when talking to our members about their experience with RACQ whether it be having needing assistance with a breakdown, calling the Contact Centre re. Insurance or having been assisted by the RACQ Foundation makes me proud to be a part of the organisation. 

Internally, there is a great culture of support and willingness to assist among employees. There is a strong understanding of purpose and how each individuals role aligns to the wider vision. Management at varying levels are generally supportive and encouraging and the flexibility and work life balance are great. 

With lots of opportunity for career progression or side-stepping into different roles, overall RACQ is a great organisation to work for and I feel they genuinely value their employees whilst providing the tools and resources to enable to them to continually grow, uplift capabilities and succeed.

I have worked for RACQ for over 12 years, and the focus on personal development has always been at the forefront of my experience.

Not only me focusing on my development but the focus from my direct reporting managers through the multitude of roles I have worked in throughout my career here. 

Culture and values are the most important aspects to me when it comes to working for a company and that those items align to who I am as a person and employee and I can see that RACQ has both of these.

Management within my department are supportive and present and go out of their way to get to know your headspace and work but give you the room to pave your own path. 

Change is the hardest part of any role, and change in this currently climate is constant. We don't always get it right and sometimes we get in our own way with processes, but I can see the business is learning.

The most enjoyable part is working with people with the same member centric values that you hold and having a common end goal.

Prepare highly organised seamless events for up to 1000 people, from inception to delivery and review. Events included formal lunches, presentation events, Staff BBQs for 900, Christmas smorgasbord for 900, including all aspects of arranging the event. (No assistance except at event) All bookings, invites, confirmations, correspondence, ensuring timelines through diarised reminders and using task lists and event timetables. I was often commended for the well organised and presented events.  Very rewarding work. 

Previously, as Secretary to two Managing Directors simultaneously, my time management skills were excellent. Correspondence, telephones, diary management, recording staff ideas for judging (around 350 ideas), and arranging event for awards including arranging travel. I like being busy and would like to do PA secretarial work again.

Shocking management, terrible leadership, most stressful place ever. Management bully you, no security, contractors get treated badly and with low standards especially in the motor claims section. Even after many years of experience, they never appreciate or reward what you do. Worst place to work in.
Permanent staff get employed in higher roles when they are not the right candidates. 
They try and control you and if you put your head up or talk you get sacked
Very poor management and would not work there for millions of dollars. Now I wonder why they haven't been able to meet correct benchmarks
False promises. One day u get told you will get permanent, next day you are gone
Much off in a better environment and pay. 
Find a place where you can be valued not where you are put down

If you like consistancy in your work hours (start and finish times) this isn't the job for you. If you need time off for whatever reason, not the job for you. If you need accommodations for your health, also, not the job for you. 

Although a lot of the people are great, the company itself wasn't great to work for. Management were next to useless and lacking in training. You are a team but you're not meant to work as a team. There's minimal breaks between calls and each call is micromanaged with specific choices of words. 

You need to book holidays 6 months in advanced but if you need school holidays or christmas booked off, that's 1 year in advanced and you're still not guaranteed that time off. So if you're just starting out, good luck.

Top Job Titles	Average Salary
Consultant 2 salaries reported	$31.72 per hour
Member services representative 12 salaries reported	$31.92 per hour
Call taker 1 salary reported	$26.89 per hour
Retail sales associate 46 salaries reported	$34.52 per hour
Claims manager 5 salaries reported	$33.79 per hour

Working at RACQ: Company Overview and Reviews

RACQ

RACQ Ratings

Popular jobs at RACQ

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected