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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