Central Operations Service Delivery Lead

RAC; Walsall; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Owning It Together Share Scheme

Pension with matched contributions

Car salary sacrifice (EV options)

25 days annual leave

Flexible schedules

Discount portal and perks

Job summary

RAC seeks an experienced Central Operations Service Delivery Lead to drive the Scheduling, Parts and Technical Support teams from its Bescot base. You will lead day-to-day performance, optimise resource use, and ensure accurate decisions to deliver high‑quality service outcomes.

You will coach teams, manage attendance and performance, and collaborate across SMR, Contact Centre and Customer Care to continuously improve efficiency and service levels.

Qualifications

• Strong people-management capability.
• Experience leading operational teams in a similar environment.
• Ability to use data to drive performance improvement.
• Excellent communication and stakeholder management skills.
• Resilience and adaptability in real-time operations.

Responsibilities

• Lead daily performance of Scheduling, Parts and Technical Support teams.
• Ensure real-time scheduling aligns with available resources.
• Oversee parts identification and allocation to minimise delays.
• Provide high-quality technical guidance for first-time fix decisions.
• Foster a high-performance culture through coaching and feedback.

Skills

People management

Operations leadership

Data-driven performance

Stakeholder management

Communication

Job description

We’re looking for an experienced operational leader to join RAC as a Central Operations Service Delivery Lead within our SMR business. Based at Bescot, this role is responsible for the day‑to‑day leadership, performance and optimisation of our Scheduling, Parts and Technical Support teams.
You’ll play a key role in ensuring our central teams work seamlessly to support efficient job completion, accurate decision‑making and strong service outcomes.
This is an ideal opportunity for a confident, people‑focused leader who thrives in a fast‑paced environment and enjoys translating operational plans into effective frontline delivery.
We offer more than a job. We offer a career with purpose.
As a Central Operations Service Delivery Lead 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 leave, 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.
  

What You’ll Do

• Lead and be accountable for the daily performance of the Scheduling, Parts and Technical Support teams
• Ensure jobs are scheduled effectively and aligned to available resources in real time
• Oversee parts identification and allocation to minimise delays and avoidable cancellations
• Ensure high‑quality technical guidance is delivered to support first‑time fix and informed decisions
• Drive a strong performance culture through coaching, feedback, objectives and performance management
• Manage attendance, absence and performance issues in line with RAC policies
• Maintain visibility of workloads, risks and operational issues, escalating where required
• Build strong working relationships across SMR, Contact Centre, Customer Care and other RAC teams
• Support continuous improvement by identifying and implementing efficiency and service improvements
  

What You’ll Need

• Proven experience leading operational teams in a contact centre or similar environment
• Strong people‑management and coaching capability
• Experience overseeing multiple operational workstreams
• A strong commercial awareness and ability to use data to drive performance improvement
• Excellent communication and stakeholder management skills
• Resilience and adaptability in a real‑time operational environment
• Automotive or roadside knowledge is desirable but not essential
  

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.
Ready to make a difference? Your next career move starts here.