At RAC - Motability Centre of Excellence, we are committed to delivering a world-class customer experience. Our team is the driving force behind our mission, and we’re looking for a dynamic, driven, and inspiring Contact Centre Manager to lead our team to new heights. If you're passionate about delivering results, building strong teams, and making an impact, this role is the perfect opportunity for you to join RAC.
As the Contact Centre Manager, you will take full operational responsibility for our Motability Centre of Excellence. Leading a team of 8 direct reports and around 140 indirect reports, you will ensure the delivery of all key customer, people, and telephony metrics. By developing a stimulating and motivational environment, you will empower your team to provide top-tier customer service, while driving continuous improvements across the board.
Working pattern is Monday to Friday 9am-5pm (35hours per week) with some evening working and occasional weekend cover as Night Team Managers will be reporting directly to you.
Location: Bescot, Walsall (with occasional travel to Motability and partner sites)
Salary: Up to £47,000.00
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!
What you’ll do…
- Budget Management: Ensure centre costs stay within agreed budgets by collaborating with Finance and the General Manager.
- Enhance the Customer Experience: Lead and implement changes that improve the call handling process, striving to create an award-winning department.
- People Development: Create and implement people plans that boost morale and motivation, aiming for less than 6% absence and less than 2% attrition.
- Performance Management: Ensure KPIs are consistently met by making informed decisions and communicating clearly with all levels of the organisation.
- Employee Relations: Handle all performance and employment relations matters with care, ensuring full compliance with internal processes.
- Coaching & Development: Provide coaching and development to your team, building a highly skilled and motivated group capable of delivering outstanding customer service.
- Service Delivery Improvement: Use data and insights to continuously review and improve processes, driving efficiency and enhancing customer service while reducing costs.
- Line Management Expertise: Act as the go-to expert in key management areas, including performance management, attendance, disciplinary processes, health and safety, and deployment.
- Morale and Motivation Initiatives: Implement initiatives aimed at improving team morale, as measured by climate and leadership surveys.
At the heart of your role is a focus on people. You’ll be responsible for creating a culture where team members feel valued, supported, and motivated to perform at their best. Whether it’s through effective resource planning, hands-on coaching, or leading key initiatives to boost morale, your leadership will drive the Motability Centre of Excellence forward. You will act as a mentor, coach, and role model for your team, guiding them to excel and exceed expectations.
What you’ll need…
Essential
- Excellent leadership skills with proven experience managing large contact centre teams.
- Self-motivated, results-driven, and relentless in the pursuit of success.
- Strong relationship builder, capable of networking at all levels.
- Logical thinker with solid commercial acumen.
- Able to lead contact centre colleagues at all levels to achieve business objectives.
- Creative and effective in driving performance improvements.
Regulatory Knowledge/FCA
You’ll need to ensure compliance with key regulations, including the Data Protection Act, the Working Time Directive, Health & Safety, and FCA standards.
Why Join RAC?
At RAC - Motability Centre of Excellence, we believe that people are our greatest asset. In this role, you’ll have the chance to lead a talented and passionate team, making a real difference in the lives of our customers. We offer a vibrant, supportive environment where your leadership skills will be valued, your ideas will be heard, and your career can grow.
Ready to Apply?
If you’re ready to take on a challenging and rewarding role with the potential to shape the future of customer service, we’d love to hear from you. Apply today to join RAC and lead a team that truly makes a difference.
Need to exhibit behaviours consistent with RAC core values:
- Handle it Together
- Exceptional Service
- Raise the Bar
- Own It
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.