At a Glance
- Tasks: Lead and inspire teams in a fast-paced contact centre environment.
- Company: Join RAC, a trusted name in breakdown assistance for over 128 years.
- Benefits: Shares in the company, free breakdown cover, generous holidays, and wellbeing support.
- Other info: Supportive culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping team performance and enhancing member experiences.
- Qualifications: Experience in leading teams and strong organisational skills required.
The predicted salary is between 40000 - 50000 £ per year.
Join the RAC as a Contact Centre Operations Lead and play a pivotal role in keeping millions of members moving when they need us most. This is a high-impact leadership role at the heart of our Breakdown Assistance Centre, where you’ll inspire teams, shape performance, solve real-time operational challenges and create the conditions for colleagues to do brilliant work every day.
What You’ll Be Doing
- Lead, motivate and develop teams across key areas of the Breakdown Assistance Centre, including Prestige, Nights, Claims, Onward Travel and core operations.
- Create a positive, high-performing culture where colleagues feel supported, accountable and proud of the service they deliver.
- Take ownership of the live operation during your shift, making confident decisions that protect service, member experience and colleague wellbeing.
- Use real-time insight to balance resources, call routing and workloads so we can respond quickly and effectively when demand changes.
- Drive meaningful performance improvement across measures such as NPS, quality, calls handled, resolution rates and overall service delivery.
- Coach colleagues through regular, tailored feedback that builds confidence, capability and consistency.
- Spot talent, support development and help colleagues progress their careers within a growing, ambitious operation.
- Be a calm, knowledgeable point of support for complex calls, member queries and process questions.
- Handle escalations confidently and turn them into learning opportunities that improve future outcomes.
- Champion smarter ways of working and step in for the Contact Centre Manager when needed.
What You’ll Bring
- Experience leading teams in a busy contact centre, customer operations or service‑led environment.
- A confident, fair and supportive leadership style, with the ability to manage performance and help people improve.
- Strong organisation skills and the ability to stay focused, flexible and solutions‑led during busy periods.
- A good understanding of operational performance measures and how great leadership can influence results.
- Confidence using Microsoft Office and operational systems; experience of iCAD or similar platforms would be helpful, but we’ll support you to build the knowledge you need.
Why you’ll love working at RAC
- Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business.
- Free RAC Ultimate breakdown cover - From your very first day.
- Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax.
- Generous holidays - 23 days plus bank holidays (rising to 25 with service).
- Pension & life cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits).
- Wellbeing support - 24/7 confidential support helpline for you and your family.
- Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal.
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-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.
BAC Operations Lead in Walsall employer: RAC
RAC in Weston-super-Mare is an excellent employer, offering a supportive work culture that values teamwork and innovation. As a Recovery Driver, you will benefit from competitive pay, extensive benefits including pension and life cover, and opportunities for personal and professional growth within a leading roadside assistance provider. Join us to make a meaningful impact while enjoying a balanced work-life schedule with our 4 on/4 off shift pattern.
StudySmarter Expert Advice🤫
We think this is how you could land BAC Operations Lead in Walsall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RAC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RAC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace BAC Operations Lead in Walsall
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RAC:Your cover letter is your chance to shine! Tell us why you want to work at RAC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RAC!
How to prepare for a job interview at RAC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
