Help keep our members moving by leading our
Remote Solutions teams
We’re on the lookout for a bold, driven, and high‑impact Remote
Solutions Operations Manager to take full ownership of our end‑to‑end
Remote Solutions function — where we help members to get moving without a
Patrol attendance.
Our Remote Solutions team is the RAC’s first line of
support: the experts who diagnose issues over the phone, provide real‑time
technical advice, and guide members through solutions that keep them mobile
without a roadside visit. It’s fast‑paced, high‑volume, and critical to how we
deliver brilliant customer outcomes.
This is a role for someone who loves the thrill of a fast‑moving,
24/7 environment and thrives on creating exceptional customer experiences at
scale. You’ll lead the teams who are the first voice our customers hear and the
driving force behind our inbound and outbound success.
If you’re passionate about operational excellence, inspired
by ambitious targets, and at your best when unlocking the full potential of
people and processes — this is your stage.
What You’ll Do
- Lead and energise all inbound and outbound
Remote Solutions operations, delivering outstanding commercial performance
and exceptional customer outcomes every single day.
- Optimise resourcing across a 24/7
operation, ensuring we always meet — and aim to exceed — our budgeted KPIs
and service commitments.
- Embed a high-performance culture, using
clear performance management to elevate productivity, quality, behaviours,
and accountability across your teams.
- Champion continuous improvement, enhancing
processes, systems, technology, and customer interaction standards to
raise the bar again and again.
- Provide powerful performance insights to
senior leadership, highlighting risks, opportunities, and improvement
plans with clarity and impact.
- Build strong partnerships across the
business — working closely with SLT, Technical Operations, Internal Audit,
HR, plus external networks including contractors, garages, and commercial
partners.
What You’ll Need
- Proven experience leading large, complex
operational teams, ideally in high‑volume, fast‑moving environments that
operate around the clock.
- Strong commercial instinct with the
confidence and capability to lead sales‑driven, target‑focused teams to
exceptional results.
- Deep understanding of contact centre
operations, including deployment systems, workforce planning, and end‑to‑end
operational processes.
- A track record of delivering customer‑focused
improvements, using insight, data, and innovation to strengthen
performance and experience.
- Demonstrated success in driving
performance, using clear frameworks, coaching, and formal processes to
unlock productivity and quality.
- Outstanding influencing and collaboration
skills, with the ability to build trust and alignment across multiple
functions and stakeholders.
- Experience leading cultural and
organisational change, with the ability to embed new operational models
and ways of working at pace.
- A strong command of operational KPIs,
understanding not just what they mean — but how to move them.
As an Operations Manager at RAC,
you’ll get benefits that go the extra mile
· Earnings
That Motivate – enjoy a competitive salary plus automatic
enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique
opportunity to share in RAC’s future success and be rewarded for the
exceptional work you deliver.
· Tools to
Drive Your Future – get started with a free RAC
Ultimate Complete Breakdown Service from day one, plus access to a car salary
sacrifice scheme (including electric vehicle options) after 12 months,
delivering serious tax savings.
· Time Off
That Matters – enjoy 25 days annual lave, plus bank
holidays. We also support work-life balance with paid family leave, flexible
schedules, and practical resources to help navigate personal commitments.
· Financial
Security & Perks –pension scheme with up to 6.5% matched
contributions alongside life assurance cover up to 4x salary (10x optional with
flex benefits), designed to support you long-term.
· Wellbeing
That Works for You – our 24/7 confidential support
service is available to you and household members aged 16+, offering
reassurance whenever you need it.
· Extras
That Make a Difference - access Orange Savings, our
exclusive discount portal with deals across top retailers, holidays, tools,
tech and more. After passing probation, you’ll automatically join our Colleague
Share Scheme, giving you a stake in our collective success.
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.