SMR Contact Centre Team Manager
3 days ago
Walsall
Contact Centre Team Manager - SMR Department Location: Bescot Contract: Full-time, Permanent Salary: Up to £36,000 per year (DOE) + benefits Hours: 40 per week, Monday-Friday (8am-6pm shifts), plus rotating weekends with rest days Why join us? RAC is on an exciting growth journey, and we’re looking for a dynamic Contact Centre Team Manager to lead our Service, Maintenance & Repair (SMR) department. This is your chance to be part of a team that puts customers first, drives performance, and supports colleagues to thrive. What you’ll be doing • Lead and inspire a team of contact centre colleagues across multiple channels., • Deliver exceptional service to members and non-members, keeping customers at the heart of everything we do., • Set high standards aligned with RAC values, ensuring service and commercial goals are met., • Create a customer-first culture by resolving requests at first contact and driving ownership., • Build a high-performance environment through coaching, engagement, and development., • Drive KPIs to balance productivity, service quality, and cost efficiency., • Support career growth with regular performance and development reviews for your team. What you’ll bring • Proven leadership in a busy, multi-skilled contact centre (inbound & outbound)., • Strong people skills with the ability to adapt coaching styles to individuals., • Results-driven mindset with experience leading engaged, high-performing teams., • Resilience and adaptability to thrive in a fast-paced, high-growth environment. Rewards & Benefits At RAC, we believe in recognising the dedication of our colleagues. Alongside a competitive salary, you’ll enjoy: • Bonus scheme eligibility, • 25 days holiday + bank holidays, • Pension contributions up to 6.5%, • Family leave support with flexibility and resources, • Confidential wellbeing service available 24/7 for you and your household, • Car salary sacrifice scheme (including EV options after 12 months), • FREE RAC Ultimate Complete Breakdown cover from day one, • Orange Savings discounts portal with 1000s of retailer offers, • Colleague Share Scheme - Owning it together, giving you a stake in RAC’s future success Be part of something bigger At RAC, we’re proud to call ourselves #OrangeHeroes. We’re building a culture that reflects the diverse communities we serve - open, inclusive, and collaborative. No matter your background or experience, if you’re passionate about leading people and delivering outstanding service, we’d love to hear from you.