CSC OOH Deployment Lead

RAC; Walsall; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

RAC in the United Kingdom is seeking an experienced OOH Deployment Lead to manage the overnight deployment of resources and contractors, ensuring members receive the right support at the right time in real time across the 24/7 operation.

You will lead performance, develop colleagues, make operational decisions and drive continuous improvement, while coordinating contact centre activity and field deployment to meet regulatory standards and KPIs.

Qualifications

• Proven experience leading teams and delivering performance through effective people management.
• Customer-first focus with experience leading contact centre teams; deployment systems preferred.
• Experience managing underperformance through formal policies and procedures.
• Ability to prioritise in a fast-paced, changing environment.
• Strong attention to detail with ability to deliver outputs to tight deadlines.
• Resilience and adaptability in a pressured environment.
• Good understanding of operational performance metrics and their impact.
• Highly IT literate with quick grasp of deployment systems.

Responsibilities

• Lead deployment teams to deliver key operational KPIs including PAR, JPH, DTR, Contractor Usage, NPS.
• Drive operational performance through real-time decision-making and tactical planning.
• Improve deployment performance by increasing productivity and quality.
• Act as SME for people management activities including performance and attendance management.
• Coach and develop team members to maximise capability and utilisation.
• Build and maintain team capability in line with the skills framework.
• Identify opportunities for operational improvement and promote continuous improvement.
• Ensure services align with compliance requirements and regulatory standards.
• Manage escalated member and colleague issues, incident reports and compliance actions.

Skills

People leadership

Performance management

Customer focus

Deployment systems

Tools

Deployment systems

Job description

About The Role

OOH Deployment Lead (Out of Hours)

Join the RAC as an OOH Deployment Lead and lead our overnight operation to ensure members receive the right support at the right time, every time.

We are looking for an OOH Deployment Lead (Out of Hours) to join our Deployment Operations out of hours team at the RAC's Bescot Head Office on a permanent basis.

As an OOH Deployment Lead, you'll be responsible for leading the deployment teams that deliver our target operating model. You'll ensure the effective deployment of RAC resources and third-party contractors, using customer-focused solutions to achieve the best possible outcomes for members in real time. You’ll also be supporting our patrols ensuring that contact is responded to in a timely fashion, and ensuring that customers are appropriately supported throughout the life cycle of their claim.

This role is critical to the success of our overnight operation. You'll lead performance, develop colleagues, make operational decisions, and ensure resources are deployed effectively throughout the night.

Working pattern

• 4 on, 4 off shift pattern
• Monday to Sunday
• Weekend and bank holiday working required as part of our 24/7 operation

What you'll do

• Lead deployment teams to deliver key rescue and recovery operational KPIs including PAR, JPH, DTR, Contractor Usage, NPS.
• Drive operational performance through effective real-time decision-making, tactical planning and daily operational rhythms.
• Improve the effectiveness of deployment colleagues by increasing productivity, enhancing quality and addressing conflicting behaviours.
• Act as the subject matter expert for people management activities, including performance management, attendance management, disciplinary processes, health and safety, and deployment operations.
• Coach and develop team members to maximise capability, performance and utilisation.
• Build and maintain team capability in line with the operational skills framework.
• Identify opportunities for operational improvement and promote a continuous improvement culture.
• Ensure services are delivered in line with compliance requirements and regulatory standards.
• Manage escalated member and colleague issues, incident reports and compliance actions.

What you'll need

• Proven experience leading teams and delivering performance through effective people management.
• Customer first focus, experience of leading contact centre teams with preferably but not essential a strong understanding of deployment systems, processes and breakdown products.
• Experience managing underperformance through formal policies and procedures.
• The ability to prioritise effectively and work successfully within a fast-paced, changing environment.
• Strong attention to detail, with the ability to deliver accurate outputs to tight deadlines.
• Resilience, adaptability and a positive approach when working in a pressured environment.
• A good understanding of operational performance metrics and how they influence business outcomes.
• Highly IT literate with ability to quickly get to grips with our deployment systems

This is a fantastic opportunity for an experienced leader who enjoys developing people, driving operational performance and making a real impact for our customers. As an OOH Deployment Lead, you'll play a key role in ensuring our night operation delivers the service our members expect while supporting and developing high-performing teams across Rescue and Recovery Operations.