Location
Bristol
Department
Operations
Advertising Salary
Up to £37,217 DOE
Vacancy Type
Permanent

About The Role

RAC has an exciting opportunity for an experienced supplier manager to join our Consumer Roadside Team as an Operations Third Party Manager. This role can be based in either our Bristol or Stretford offices. Travel will be required to attend on-site meetings.  

You will be responsible for the continued performance of our resource supplier for our Renewals and Retention, CS & Acquisition departments, ensuring all agreed targets are met. 

The Operations Supplier Manager will oversee the day-to-day operational relationships with our resource supplier and the contractual and commercial arrangements in place, ensuring the supplier and RAC adhere to their respective obligations. You will be accountable for delivery of contact centre KPIs and resource delivery through effective matrix management of the partner and engagement with all stakeholders.   
 
What you'll be doing...
  • Ensure resource delivery is within +/-5% of requirement as well as on the day resource delivery  
  • Manage average time to Answer to budget – all lines  
  • Monthly resource spend vs budget 
  • Accountability for ensuring the supplier contribution to telephony performance is on plan 
  • Ensuring the supplier delivers exceptional service to our customers  
  • Management of ongoing compliance with the corporate governance framework, including legislative and regulatory requirements 
  • Ensure the resource partner adopts the RAC values and culture to the extent that on customer calls the experience is identical 
  • Role model values, commitment to customer service and high levels of business performance 
  • Work with the partner leadership team to create a motivating and high energy department to drive an increase in performance 
  • Ensure supplier is structured and resourced appropriately 
  • Align the department to overall RAC strategy 
We would love to meet someone with...
  • Experience of consumer sales, gained within a fast paced, high volume/profile consumer services brand 
  • Proven track record of coaching and developing individuals to drive performance improvements across a range of business and people metrics 
  • Be able to operate successfully in a matrix management environment   
  • A strong people leader with the ability to adapt your coaching or management style
  • Proven success in meeting and exceeding stretch targets 
  • In-depth knowledge of contact centre technology platforms and operations 
  • Good level of commercial awareness 
  • Strong knowledge of financial legislative and regulatory requirements and experience of operating in a regulated environment 
  • Good working knowledge of FCA and compliance procedures 
What's in it for you...
  • Competitive base salary + annual company bonus   
  • Health Care Cash Plan   
  • Access to Flexible Benefits    
  • Free parking on site   
  • Subsidised canteen  
  • RAC Ultimate Breakdown Cover for you and your family    
RAC is in a period of growth and is looking to the future to how we can all work together to be the number one destination for all driving services. Together we are all #OrangeHeroes! Be a part of our journey! 

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