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SMR Contact Centre Team Manager

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RAC

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Location:
United Kingdom , Walsall

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Category:

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Contract Type:
Not provided

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Salary:

36000.00 GBP / Year

Job Description:

Contact Centre Team Manager – SMR Department. RAC is on an exciting growth journey, and we’re looking for a dynamic Contact Centre Team Manager to lead our Service, Maintenance & Repair (SMR) department. This is your chance to be part of a team that puts customers first, drives performance, and supports colleagues to thrive.

Job Responsibility:

  • Lead and inspire a team of contact centre colleagues across multiple channels
  • Deliver exceptional service to members and non-members, keeping customers at the heart of everything we do
  • Set high standards aligned with RAC values, ensuring service and commercial goals are met
  • Create a customer-first culture by resolving requests at first contact and driving ownership
  • Build a high-performance environment through coaching, engagement, and development
  • Drive KPIs to balance productivity, service quality, and cost efficiency
  • Support career growth with regular performance and development reviews for your team

Requirements:

  • Proven leadership in a busy, multi-skilled contact centre (inbound & outbound)
  • Strong people skills with the ability to adapt coaching styles to individuals
  • Results-driven mindset with experience leading engaged, high-performing teams
  • Resilience and adaptability to thrive in a fast-paced, high-growth environment
What we offer:
  • Bonus scheme eligibility
  • 25 days holiday + bank holidays
  • Pension contributions up to 6.5%
  • Family leave support with flexibility and resources
  • Confidential wellbeing service available 24/7 for you and your household
  • Car salary sacrifice scheme (including EV options after 12 months)
  • FREE RAC Ultimate Complete Breakdown cover from day one
  • Orange Savings discounts portal with 1000s of retailer offers
  • Colleague Share Scheme – Owning it together, giving you a stake in RAC’s future success

Additional Information:

Job Posted:
January 06, 2026

Expiration:
January 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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