SMR Team Leader: Drive Service Excellence in Contact Centre

Rac Motoring Services; Walsall; Sur place; GBP 36 000 - 48 000; Plein temps

Avantages offerts par ce poste

Share scheme

Car salary sacrifice scheme

Pension with matched contributions

Life assurance

Wellbeing support

Discount portal

Résumé du poste

The RAC is seeking an SMR Team Manager to lead a busy contact centre within the Service, Maintenance & Repair division in Walsall. You will coach, develop and empower colleagues to deliver exceptional service while meeting performance goals.

You’ll drive process improvements, foster a customer-focused culture and work closely with cross-functional colleagues to support operations and member satisfaction. This is a hands-on leadership role with real impact.

Qualifications

• Experience leading and developing teams within a contact centre environment.
• 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.
• Ability to deliver against operational, service and people performance targets.

Responsabilités

• 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.

Connaissances

Team leadership

Coaching

Contact centre experience

Communication

Stakeholder management

Performance targets

Description du poste

The RAC is seeking an SMR Team Manager to lead a busy contact centre within the Service, Maintenance & Repair division in Walsall. You will coach, develop and empower colleagues to deliver exceptional service while meeting performance goals.

You’ll drive process improvements, foster a customer-focused culture and work closely with cross-functional colleagues to support operations and member satisfaction. This is a hands-on leadership role with real impact.