SMR Query Manager

RAC; Walsall; On-site; GBP 36,000 - 55,000; Full time

Benefits offered by this job

25 days leave

Pension scheme

Life assurance

Colleague Share Scheme

Discount portal

Job summary

The RAC is seeking a proactive Query Manager to join the Service Maintenance and Repair (SMR) team. You’ll own daily trading activity, ensure accuracy, proper classification, and complete job recording, driving end-of-day reporting confidence.

You’ll collaborate with multiple teams to resolve queries, improve data quality, and identify opportunities to enhance processes, controls, and automation while handling large data volumes in a fast-paced environment.

Qualifications

• Proven experience managing teams and delivering operational performance.

Responsibilities

• Own and sign off daily trading activity, ensuring all jobs are complete, correctly classified, and accurately recorded.

Skills

Analytical mindset

Microsoft Excel

Team management

Data management

Stakeholder influence

Problem solving

Tools

Microsoft Dynamics

Job description

About The Role

We're looking for a Query Manager to join our growing Service Maintenance and Repair (SMR) team. We're seeking a proactive problem solver who thrives in a fast-paced environment, enjoys working with data, and is passionate about improving processes and delivering accurate outcomes.

As the SMR Query Manager, you will play a critical role in ensuring the accuracy and integrity of our daily trading operations. You’ll be accountable for certifying each day's trading activity, ensuring all jobs have been completed, correctly classified, and supported by accurate inputs, with all activity validated and ready for end-of-day executive reporting.

Working closely with stakeholders across the business, you'll investigate and resolve queries, improve data quality, and identify opportunities to enhance processes, controls, and automation.

You'll be highly comfortable working with large volumes of data and have previous experience in reconciliation or data validation activities. You'll possess a strong analytical mindset, be naturally inquisitive, and enjoy investigating discrepancies to identify root causes and drive resolution.

If you're a self-starter who is willing to dig into the detail, challenge assumptions, and take ownership of issues through to completion, we’d love to hear from you.

This is a full-time hybridposition working 2 days a week from our Bescot offices and three days from home.

As aSMR Query Managerat RAC, you'll get benefits that go the extra mile

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

• Own and sign off daily trading activity, ensuring all jobs are complete, correctly classified, and accurately recorded.
• Investigate and resolve trading queries, ensuring there are no outstanding issues before end-of-day reporting.
• Monitor the quality and accuracy of operational data within Microsoft Dynamics, making corrections where required.
• Work closely with Contact Centre and Mobile Mechanic teams to drive accountability for accurate and timely data entry.
• Ensure all SMR work is charged correctly, identifying any revenue leakage or billing errors.
• Work closely with the SMR Transformation Manager to identify and implement process, system, and automation improvements.

What you’ll need

• Proven experience managing teams and delivering operational performance.
• Strong experience working with operational systems and data management, ideally within a service, contact centre, or field operations environment.
• Analytical skills, with experience of using Microsoft Excel
• Excellent attention to detail and a commitment to delivering accurate outputs under tight deadlines.
• Strong commercial awareness with the ability to identify inaccuracies, risks, and opportunities within trading data.
• A track record of influencing stakeholders and driving improvements across teams.
• Strong analytical and problem-solving skills.
• The ability to thrive in a fast-paced, changing environment and effectively prioritise workloads.
• Resilience, adaptability, and a positive, solutions-focused mindset.
• Experience using Microsoft Dynamics or similar CRM/operational platforms would be beneficial.

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-starGlassdoorrating 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.