Join RAC as a Contact Centre Sales and Retention Performance Coach
📍 Location: Bristol
📄 Contract: Full-time, Permanent
🕐 Rota-based shift patterns between: Mon–Fri 08:00–19:00, Sat 09:00–17:00 — no Sundays!
💰 Monthly Performance Bonus: up to 30%
At the RAC, we’re not just another contact centre - we’re building the contact centre of the future - powered by AI insights, speech analytics, and a culture of continuous improvement.
As a Sales & Retention Performance Coach, you’ll be at the heart of this transformation. You'll turn data into development and help our agents deliver conversations that convert, retain, and delight customers.
This role is perfect for someone who:
🧡Loves sales and retention but wants to move beyond targets into people development.
👩💻Is curious about how technology and human coaching can work together to create better outcomes.
🙌Wants a role where every day brings variety — from analysing performance trends to running dynamic coaching sessions and supporting agents live on calls.
You won’t just coach. You’ll shape the future of customer engagement. You’ll work with cutting-edge tools, collaborate with passionate leaders, and see the impact of your work in real time. And because we’re committed to your growth, you’ll have access to career development opportunities, training, and a supportive team that values your ideas.
If you’re looking for a role that combines sales expertise, data-driven insight, and human connection, this is it. Join us and help redefine what success looks like in the modern contact centre.
Key Responsibilities
• Use performance data and speech analytics to identify coaching needs and trends.
• Deliver 1:1 and group coaching sessions to improve objection handling, confidence, and compliance.
• Support agents during live calls with real-time guidance to boost conversion and customer satisfaction.
• Collaborate with Team Managers to embed insights into daily routines and improve retention strategies.
• Maintain accurate coaching records, track progress, and report on ROI using digital dashboards.
• Champion a culture of continuous improvement, positioning AI as a development tool, not just monitoring.
Skills & Experience
• Background in sales, retention, or customer service coaching.
• Ability to interpret performance metrics and turn insights into actionable coaching.
• Strong communication and listening skills with a talent for giving clear, empathetic feedback.
• Comfortable using contact centre technology, dashboards, and coaching templates.
Why you'll love working for us
• Bonus scheme - Boost your earnings by up to 30% monthly
• Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business
• Getting Here Made Easy - We offer free onsite parking for all employees, including access to electric vehicle (EV) charging points. Our site is well-connected by public transport and provides cycle storage—making it easy to commute in a way that suits your lifestyle.
• Free RAC Ultimate breakdown cover - From your very first day
• Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax
• Generous holidays - 23 days plus bank holidays (rising to 25 with service)
• Pension and Life Cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits)
• Wellbeing support - 24/7 confidential support helpline for you and your family
• Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal
Why RAC?
For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.
We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work, and we’ll be with you every step of the way to help you grow and develop your career.