RAC have an exciting opportunity for an experienced Contact Centre Team Manager to join our growing SMR department (Service, Maintenance & Repair) based in Bescot on a full-time, permanent basis. This is an exciting time to join RAC as we push through the next stage of our growth plans.
As an SMR Team Manager, you will lead a team of contact centre colleagues managing multichannel activity within a contact centre environment. You will be required to deliver outstanding levels of customer service whilst achieving revenue and productivity targets and supporting work for our field-based resources in the most efficient way. You'll be confident in how you support, engage, coach and develop colleagues to be the best they can be and demonstrate behaviours in line with our core values at all times.
Salary: Up to £36,000 per year (depending on experience) + company benefits
Working Hours: Monday – Friday, shift range within 8am - 8pm - 35 Hours per week (Saturday/Sundays, rotating, with rest days)
What you’ll do…
- Deliver exceptional service to both members and non-members ensuring we have the customer at the heart of everything we do to help us to continue to grow the division
- Implement operational standards in line with RAC values and ensure the effective management of individuals to meet and exceed service and commercial objectives
- Deliver a customer centric culture within your team and department through effective handling of new and existing customer requests, taking ownership of resolution at first point of contact
- Set a high performance culture within your team and department, leading by example and driving performance through high levels of engagement, effective coaching and developing your team
- Drive Key Performance Indicators for delivering productivity and service in the most cost-efficient way
- Achieve personal and departmental performance metrics in line with operational targets
- Ensure all colleagues have regular performance and development reviews to ensure we are getting the best out of our people every day and supporting their career aspirations
What you’ll need…
- A team player who is driven to deliver results in a fast paced environment
- A people person with the ability to adapt your coaching or management style to individuals to get the best out of them
- Experience of leading teams in a multi-skilled Contact Centre across both inbound and outbound
- Experience of delivering results by leading a highly engaged team within a high volume, fast paced, high growth Contact Centre
Benefits and rewards:
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:
- Eligibility to join our bonus scheme
- Holidays - 25 + Bank Holidays
- Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
- Family leave support including paid time off, flexibility and resources to help balance work and family commitments
- Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household
- Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options
- FREE RAC Ultimate Complete Breakdown Service from Day One
- Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!
Together we are all #OrangeHeroes. Be a part of our journey!
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.