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 transforming our Contact Centre into a future‑focused, high‑performing environment powered by
AI insights, speech analytics, and a culture of continuous improvement. As a
Sales & Retention Performance Coach, you’ll play a
pivotal role in this evolution, turning data
into development and driving performance that delivers real customer outcomes.
You’ll use
data-led insights to identify development needs, run high-impact coaching
sessions and roleplays, and work closely with Team Managers to build agent
capability. It’s the ideal step-up for someone with sales, retention or
customer service experience who wants to move into a coaching role.
If you’re
curious about how tech, data and coaching come together, build strong
relationships, enjoy variety in your day, and love helping people grow, this
role offers the autonomy and impact you’re looking for.
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.
•
Has a solid understanding of core coaching
frameworks (e.g., goal‑setting, feedback models, behavioural 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.