Head of Service, Renewals and Retention

RAC; Bradley Stoke; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Free RAC Ultimate Complete Breakdown Service

Pension scheme with match contributions

24/7 confidential wellbeing support

Flexible schedules

Job summary

A leading motoring services provider based in the UK is seeking a Head of Service, Renewals & Retention to take operational responsibility for the Service & Retention teams. This pivotal role will involve overseeing around 200 colleagues in Bristol and Manchester while driving exceptional customer and business outcomes. Ideal candidates will have senior management experience in contact centres, strong commercial acumen, and a track record of achieving service and sales targets. A competitive salary and comprehensive benefits are offered.

Qualifications

• Experience in senior management roles in contact centres.
• Success in leading teams to meet service and sales targets.
• Strong understanding of budget management.

Responsibilities

• Lead teams across Bristol and Manchester to achieve metrics.
• Design operational improvements aligning with the five-year plan.
• Manage budgets and ensure regulatory compliance.

Skills

Senior management experience in a contact centre

Proven success in leading large teams

Strong commercial and financial acumen

In-depth knowledge of contact centre technology

Compliance in a regulated environment

Job description

Head of Service, Renewals & Retention

Location: RAC Bradley Stoke, Bristol and Manchester, England, United Kingdom.

Overview

As Head of Service, Renewals & Retention at RAC, you will take operational responsibility for our Service & Retention teams across Bristol and Manchester, leading around 200 colleagues and driving exceptional outcomes for our customers and our business. This pivotal role combines strategic thinking with hands‑on leadership, requiring accountability for delivering all customer, people, and telephony metrics while designing and implementing operational improvements.

What You’ll Do

• Lead Service & Retention teams across Bristol and Manchester (c.200 colleagues).
• Deliver customer, people, and telephony metrics through strong operational leadership.
• Design and implement strategic improvement initiatives aligned to RAC’s five‑year plan.
• Drive retention strategy across Consumer Operations, including outsourcer partners.
• Manage budgets, people costs, and ensure compliance with regulatory requirements.
• Inspire and develop leaders and colleagues to achieve outstanding service and retention outcomes.
• Represent the contact centre at senior leadership trade reviews.
• Ensure continuous improvement and efficiency gains across all operations.

What You’ll Need

• Senior management experience in a contact centre environment within a branded business.
• Proven success in leading large teams and achieving service and sales targets.
• Strong commercial and financial acumen, including budget management.
• In‑depth knowledge of contact centre technology platforms and operations.
• Experience operating in a regulated environment and ensuring compliance.

Benefits

• Competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme.
• Free RAC Ultimate Complete Breakdown Service from day one, and a car salary sacrifice scheme (including EV options) after 12 months.
• 25 days annual leave plus bank holidays, paid family leave, and flexible schedules.
• Pension scheme with up to 6.5% matched contributions, life assurance up to 4x salary (10x optional).
• 24/7 confidential wellbeing support service for you and household members aged 16+.
• Access to Orange Savings discount portal and automatic entry into our Colleague Share Scheme after probation.

About RAC

RAC has a legacy of over 125 years, serving over 15 million members and aims to be the UK’s number one motoring services provider. We are an equal‑opportunity employer, committed to supporting all backgrounds and driving people‑centric progress.