RAC Bescot have exciting opportunities for Team Leaders' to join BAC (Breakdown Assistance Centre) on a full-time, permanent basis.
Due to the 24/7 nature of the operation this role will require weekend and bank holiday working on a rotational shift pattern basis with other BAC Team Leads, shifts will fall across Monday-Sunday between 06:00-23:30.
As a BAC Team Lead you will be responsible for both performance and people, ensuring KPIs and targets are met and that teams are developed and coached in line with requirements. You'll lead a dynamic group of specialists across the internal operations within BAC including, but not limited to, Prestige, Nights, Claims Specialists, Onward Travel or core. The Team Lead will have full responsibility for the effective day to day running of the teams while on shift.
What you'll do...
- Line management of team/s from across the BAC operation including absence/attendance, performance, behaviours and well-being
- Management oversight of all on-duty BAC colleagues during shift, ensuring behavioural standards are met and service outcomes are achieved and where appropriate acting as a single point of contact for the building during OOHs, weekend and bank holidays
- Proactively manage in real time the allocation of colleague skills, call routing, downtime to deliver our service metrics
- Responsible for team/s achievement of BAC KPIs including, NPS, Quality, Abandonment rate, Average Handling Time, Remote Solutions, Entitlement, Calls per Hour, through utilising daily operational rhythm along with other tactical and strategic activities
- Improve the performance of BAC colleagues, driving increases in productivity, quality of interactions and removal of conflicting behaviours through regular, specific and personalised coaching plans and feedback
- To continually develop skill set within the team in line with skills framework and aid them in developing the personal development plans
- Be the ‘Expert’ in key areas of line management including performance management, attendance and disciplinary processes, Health and Safety and ensure services are provided in compliance with guidelines and regulatory standards
- Provide live advice to colleagues on calls on process and entitlement or when general support requested
- Handle escalations directly with members and provide resultant support and feedback to colleagues
- Identify areas for operational improvement and maintain a continuous improvement mindset
- To act as the delegated authority for the Contact Centre Manager as required
- Deal with escalated customer and colleague issues, incident reports and compliance actions
What you'll need...
- Proven experience of managing teams to deliver performance through high-quality, structured coaching interactions
- Experience of managing under-performance to completion in line with formal policies and procedures
- Able to prioritise effectively with proven experience of working in a fast-paced changing environment
- Must ensure all outputs are completed with accuracy and attention to detail, whilst working quickly and accurately to tight deadlines
- Tolerance of ambiguity, resilience and patience to work within a pressured environment with a positive attitude whilst being a self-starter with drive and desire to make an impact upon the business.
- A good understanding of business performance metrics within Operations and how they are influenced
- A proven ability to rapidly understand processes and breakdown products and then act as an “expert”
- Fully competent in the use of Microsoft Office applications
- Fully competent in the use of iCAD and associated systems is desirable
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.