SMR Team Manager

Rac Motoring Services; Walsall; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Share scheme

Car salary sacrifice scheme

Pension with matched contributions

Life assurance

Wellbeing support

Discount portal

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Coaching

Contact centre experience

Communication

Stakeholder management

Performance targets

Job description

Join the RAC as an SMR Team Manager and help shape the future of our Service, Maintenance & Repair business.

The RAC's Service, Maintenance & Repair (SMR) division is one of the fastest-growing areas of our business, helping members keep their vehicles maintained, repaired and safely on the road.

As an SMR Team Manager, you'll lead a team within our contact centre operation, supporting colleagues to deliver great service while achieving operational and performance goals. You'll spend your time coaching and developing people, driving engagement, improving processes and creating an environment where colleagues can thrive.

This is a role where your leadership will make a real difference. You'll help shape team performance, support colleague development and play an important part in delivering a smooth experience for our members.

We're looking for someone who enjoys developing people, leading by example and building high-performing teams. In return, you'll join a trusted brand that invests in its people, offering ongoing development, career progression and the opportunity to grow within a business that values teamwork, accountability and continuous improvement.

• 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.

• 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.

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.

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

Shifts: Monday-Friday 0800-1800 (rotational shifts) | Saturday 0900-1730

Location: Walsall - full office based

Contract: Full-time (40 hours weekly) | Permanent

• Earnings That Motivate - enjoy a competitive salary plus automatic enrolment in our 'Owning It Together' Colleague Share Scheme, a unique opportunity to share in the 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.
• 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.