SMR Contact Centre Lead & People Developer

RAC; Walsall; Hybrid; GBP 42.000 - 54.000; Vollzeit

Benefits dieser Stelle

Colleague Share Scheme

Car salary sacrifice

Pension with employer match

Life assurance

Wellbeing support

Orange Savings discounts

Breakdown service access

Zusammenfassung

RAC is seeking an SMR Team Manager in Walsall to lead a site-based contact centre team, coaching colleagues to deliver outstanding service and meet performance targets. You will drive engagement, develop people, and optimize processes to improve member experiences.

Shifts run Monday–Friday 08:00–18:00 with Saturdays 09:00–17:30; this is a full-time, office-based role in Walsall. RAC supports career progression and ongoing development in a values-driven environment.

Qualifikationen

• Experience leading and developing teams within a contact centre environment.
• A proven track record of coaching colleagues to improve performance and engagement.
• Experience working in a fast-paced, customer-focused operation.
• Strong communication and stakeholder management skills.
• The ability to deliver against operational, service and people performance targets.

Aufgaben

• Lead, coach and develop a team of contact centre colleagues to achieve service, operational and commercial objectives.
• Create a customer-focused culture that delivers exceptional service to members and customers.
• Monitor and drive performance against productivity, quality and service targets.
• Conduct regular one-to-ones, coaching sessions and performance reviews to support colleague growth.
• Build high levels of engagement, accountability and team performance through effective leadership.
• Identify and implement process improvements that enhance efficiency and customer outcomes.
• Manage employee relations and performance matters fairly and in line with company policies.
• Collaborate with operational and support teams across the RAC to deliver business objectives.
• Ensure compliance with regulatory requirements and mandatory learning standards.
• Support wider leadership activities and act as a deputy for management colleagues when required.

Kenntnisse

Team leadership

Coaching

Contact centre

Stakeholder management

Communication skills

Performance management

Jobbeschreibung

RAC is seeking an SMR Team Manager in Walsall to lead a site-based contact centre team, coaching colleagues to deliver outstanding service and meet performance targets. You will drive engagement, develop people, and optimize processes to improve member experiences.

Shifts run Monday–Friday 08:00–18:00 with Saturdays 09:00–17:30; this is a full-time, office-based role in Walsall. RAC supports career progression and ongoing development in a values-driven environment.