Are you a motivated professional with exceptional organisational and communication skills? Do you have a passion for delivering outstanding customer service while managing operational excellence? If so, RAC is seeking a Vehicle Off Road Operations Manager - Motability to join our team and help us exceed client expectations through exceptional service delivery.
This role is critical in overseeing and managing Motability repair management and car hire cases, promoting customer loyalty, and driving operational improvements. You’ll work within a supportive and dynamic environment, leading a team of specialists while fostering strong relationships with key stakeholders across the RAC and Motability networks.
As the VOR Operations Manager - Motability, your primary purpose will be to ensure our service meets and exceeds client expectations. You’ll oversee and communicate effectively on repair and hire cases, driving improvements in performance and process efficiency. Working as part of a collaborative and motivational team, you’ll contribute to continuous development and quality adherence to deliver outstanding results for our customers.
Working pattern is Monday to Sunday 9am-5pm (35 hours per week) with some evening working and occasional weekend cover.
Location: Bescot, Walsall (with occasional travel to Motability and partner sites)
Salary: Up to £49,000 Depending on Experience
What we offer…
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.
- Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
- 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
- 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.
- FREE onsite parking.
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!
Key Responsibilities…
- Managing all repair management cases, ensuring timely progression and updates to all stakeholders.
- Taking accurate and timely action on hire car cases to minimise delays and costs.
- Monitoring and enhancing the use of the Epyx platform to improve operational efficiency.
- Building strong alliances with Motability and the dealership network to ensure seamless service delivery.
- Proactively reducing downtime by chasing repair times and escalating delays or parts supply issues as required. Where appropriate look to introduce the use of SMR if dealer repair time exceeds what is reasonable
- Meeting and exceeding individual and departmental KPIs and quality measures.
- Developing and maintaining in-depth product and process knowledge.
- Supporting and assisting other management teams across RAC with the 1link process.
- Leading and managing a team of lead specialists to deliver exceptional results.
What We’re Looking For…
- Outstanding attention to detail and accuracy in all aspects of work.
- Proven customer service expertise, with the ability to build rapport quickly.
- Experience in a contact centre environment, with a strong understanding of operational processes.
- Proficiency in IT systems, including MS Office, with a keen ability to adapt to new platforms.
- Awareness of the breakdown industry and its processes.
- Effective communication skills, capable of working collaboratively with third-party suppliers and internal colleagues.
Personal Attributes…
- Strong written and verbal communication skills.
- Flexible and adaptable to changing workloads and priorities.
- Highly organised, with excellent time management skills.
- Team-oriented, with a proactive approach to identifying and implementing improvements.
- Willingness to support colleagues and contribute to overall team success.
Qualifications and Knowledge…
- Familiarity with breakdown products, systems, and processes.
- Understanding of compliance requirements, including the Data Protection Act, Working Time Directive, Health & Safety, and FCA regulations.
Why Join Us?
At RAC, you’ll be part of an organisation that values your skills and contributions. We are dedicated to creating a collaborative and supportive environment where you can thrive professionally. You’ll have the opportunity to make a meaningful impact on customer satisfaction, operational efficiency, and team success.
Need to exhibit behaviours consistent with RAC core values:
- Handle it Together
- Exceptional Service
- Raise the Bar
- Own It
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.