Senior Fleet & Contact Centre Operations Leader

RAC; Walsall; Hybride; GBP 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Colleague Share Scheme

Car salary sacrifice scheme

25 days annual leave

Pension with matched contributions

Wellbeing support

Discount portal access

Résumé du poste

RAC is seeking a Senior Operations Manager to lead the Motability Contact Centre in Walsall, UK. You will drive performance across a 150-strong team, oversee VOR, repairs, hire vehicles and supplier relationships, and deliver service excellence with robust cost control.

You’ll use data, digital tools and partners to optimise operations, build a high-performance culture, and achieve strategic outcomes for this key RAC partnership.

Qualifications

• Significant experience leading large-scale contact centre or customer operations teams.
• Strong commercial awareness and ability to deliver operational and financial performance.
• Experience managing customer-focused operations in a fast-paced, service-led business.
• Extensive knowledge of contact centre technologies, CRM platforms and telephony systems.
• Proven track record of delivering operational transformation and continuous improvement.
• Experience in a B2B environment and managing senior stakeholder relationships.
• Solid understanding of performance metrics, workforce planning and governance.
• Experience managing performance, employee relations and people matters in line with policy.

Responsabilités

• Lead all contact centre operations, including breakdown support, VOR, storage and hire car activity.
• Deliver contractual KPIs, service standards and commercial targets with strong customer outcomes.
• Embed and optimise a major operational platform and build a market-leading VOR capability.
• Develop and inspire high-performing teams with a culture of accountability and improvement.
• Manage an operational budget of over £7m annually with robust financial control.
• Build strong relationships with Motability stakeholders and RAC-wide teams.
• Leverage digital solutions and innovation to boost productivity and customer experience.
• Own workforce performance, engagement, absence and attrition outcomes.

Connaissances

Leadership of large-scale ops teams

Commercial awareness

Operational delivery

Contact centre technologies

CRM platforms

Telemetry/telephony systems

Operational governance

Stakeholder management

Outils

CRM platforms

Telephony systems

Description du poste

RAC is seeking a Senior Operations Manager to lead the Motability Contact Centre in Walsall, UK. You will drive performance across a 150-strong team, oversee VOR, repairs, hire vehicles and supplier relationships, and deliver service excellence with robust cost control.

You’ll use data, digital tools and partners to optimise operations, build a high-performance culture, and achieve strategic outcomes for this key RAC partnership.