About The Role
🚗 Contact Centre Team Manager – SMR Department
Location: Bescot
Contract: Full-time, Permanent
Salary: Up to £36,000 per year (DOE) + benefits
Hours: 40 per week, Monday–Friday (8am–6pm shifts), plus rotating weekends with rest days
Why join us?
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.
What you’ll be doing
- 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.
What you’ll bring
- 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.
Rewards & Benefits
At RAC, we believe in recognising the dedication of our colleagues. Alongside a competitive salary, you’ll enjoy:
- 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
Be part of something bigger
At RAC, we’re proud to call ourselves #OrangeHeroes. We’re building a culture that reflects the diverse communities we serve – open, inclusive, and collaborative. No matter your background or experience, if you’re passionate about leading people and delivering outstanding service, we’d love to hear from you.
