Night Operations Deployment Lead - Rescue & Recovery

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

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.