Senior Operations Manager -Motability Contact Centre

RAC; Walsall; Ibrido; GBP 85.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Colleague Share Scheme

Car salary sacrifice scheme

25 days annual leave

Pension with matched contributions

Wellbeing support

Discount portal access

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Leadership of large-scale ops teams

Commercial awareness

Operational delivery

Contact centre technologies

CRM platforms

Telemetry/telephony systems

Operational governance

Stakeholder management

Strumenti

CRM platforms

Telephony systems

CRM platforms

Telephony systems

Descrizione del lavoro

About The Role

We're looking for an exceptional Senior Operations Manager to lead our dedicated Motability Contact Centre, a critical operation supporting customers across the UK and one of RAC's largest and most strategically important partnerships.

This role requires a leader with strong experience in fleet or dealer group management and Vehicle Off Road (VOR) operations, with accountability for the successful management of circa 6,000 vehicles off road at any one time. You'll be responsible for ensuring customers are kept mobile through effective management of repairs, hire vehicles, suppliers and operational processes, while continually driving improved service and commercial outcomes.

As the Senior Operations Manager, you'll have overall responsibility for the performance, service delivery, and continuous improvement of the Motability Contact Centre. You'll lead a team of around 150 colleagues, supported by a strong management structure, fostering a high-performance culture focused on customer outcomes, operational excellence, and colleague engagement.

The successful candidate will bring experience from fleet, automotive or vehicle operations, alongside a proven ability to use technology, data insights and digital innovation to optimise performance.

Experience of working with platforms such as Epyx, Digital Inc or similar systems would be highly advantageous.

This is a full-time role working from our Bescot (Walsall) offices.

We offer more than a job. We offer a career with purpose.

• 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 all contact centre operations, including breakdown support, Vehicle Off Road (VOR), storage and hire car activity.
• Deliver contractual KPIs, service standards and commercial targets while maintaining exceptional customer outcomes.
• Embed and optimise a major operational platform and building a market‑leading VOR capability that supports RAC's strategic growth plans.
• Develop and inspire high‑performing teams, creating a culture of accountability, engagement and continuous improvement.
• Manage an operational budget of more than £7m annually, ensuring robust financial control and achievement of cost and performance targets.
• Build strong relationships with Motability stakeholders and collaborating effectively across the wider RAC business.
• Leverage digital solutions and innovation to improve productivity, efficiency and customer experience.
• Own workforce performance, engagement, absence and attrition outcomes, ensuring teams are motivated, developed and supported.

What you’ll need

• Significant experience leading large-scale contact centre or customer operations teams, ideally in Fleet Management.
• Strong commercial awareness and a proven 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, telephony systems and operational processes.
• Demonstrable success in delivering operational transformation and continuous improvement programmes.
• Experience working within a B2B environment and managing senior stakeholder relationships.
• A strong understanding of performance metrics, workforce planning and operational governance.
• Experience managing performance, employee relations and people matters in line with company policies and procedures.

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.