Tyre Solutions Lead

As a Tyre Solutions Lead, you’ll play a critical role in leading one of the fastest-growing and highest-impact areas of our Remote Solutions Operation.

The Tyre Solutions Specialist team sits at the heart of Remote Solutions, delivering high-quality, permanent outcomes for our members with tyre-related faults. Through expert decision-making and delivering the right member outcomes, we keep our members moving without the need for a patrol attendance.

Now, we’re looking for a strong operational leader to take this Team to the next level.

This is a high-impact leadership role combining people leadership and operational excellence. You’ll own the day-to-day performance of the team, setting and embedding consistently high standards, ensuring colleagues are supported, developed, and consistently delivering high-quality outcomes while maintaining a sharp focus on performance, compliance, and commercial success.

You’ll work closely with the senior management team and key stakeholders across the business, influencing decisions and driving improvements that enhance customer experience and operational efficiency. This is a fast-paced, high-impact role where your ability to make informed decisions, manage performance, and inspire your team will directly shape the success of our remote solutions operation.

If you’re a strong people leader who thrives on driving performance, delivering results, and creating real impact for customers, this is your opportunity to step into a role where you can truly make a difference.

What You’ll Be Responsible For

Leadership & Performance

• Provide day-to-day leadership of the Tyre Solutions Specialist team, owning performance against KPIs, service levels, and quality outcomes.
• Build a high-performance, engaged culture, driving accountability, ownership, and continuous improvement.
• Deliver structured performance management, including coaching, feedback, and development plans.
• Effectively manage underperformance, attendance, and conduct in line with RAC policies.

Operational Delivery

• Ensure effective remote solutions are provided to tyre-related breakdowns with exceptional member outcomes will be at the heart of every phone call
• Drive remote fix targets and reduce repeat breakdown jobs and inefficiencies.
• Maintain strong operational control on shift, ensuring performance, workload, and risks are managed in real time.
• Make informed, quality-focused decisions that optimise service delivery and customer outcomes.

Quality, Compliance & Expertise

• Own the quality of all outcomes, ensuring every tyre solution delivered is accurate, consistent and aligned to customer needs, driving right-first-time resolution.
• Set and uphold the standard for excellence, acting as a visible benchmark for standards, quality, consistency, and best practice across the team.
• Ensure full compliance with all operational processes, policies, and regulatory requirements, maintaining strict adherence at all times.
• Provide expert guidance, direction, and decision-making support to colleagues to ensure the right outcome is achieved every time.
• Drive a culture of quality and accountability, proactively identifying risks, addressing gaps, and embedding continuous improvement.

What you’ll need…

• Proven experience in leading teams in a fast-paced operational or contact centre environment
• Strong understanding of performance management, coaching, and development
• Experience managing underperformance using formal processes
• Ability to analyse performance data and drive measurable improvements
• Strong decision-making skills under pressure
• High levels of resilience, adaptability, and ownership
• Excellent communication and stakeholder management skills
• Experience with deployment systems (e.g. iCAD) and operational workflows