Team Manager – Renewals and Retentions

Permanent RAC in Customer Services Email Job
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Job Description

About The Role

RAC have an exciting opportunity for a Team Manager to join our Consumer Roadside Department in our Stretford office, on a Full Time, Permanent basis.

As a Team Manager you can expect to be leading a team of multi skilled specialists with the end goal of achieving exceptional levels of performance and behaviours. With your experience you will be able to support and develop your team whilst driving high standards to exceed operational goals. We lead with a results and people focused culture through visibly driving performance on the Retention and Renewals floor, spending your days engaging and coaching teams and celebrating high achievers to increase overall performance. Our Team Managers promote a positive attendance culture and manage cases according to RAC HR Policies to achieve attendance targets. Engagement is one of our main priorities across the Business, so we need someone who can take a proactive approach to improve team engagement whilst coaching, leading and motivating colleagues to succeed and feel valued.

Key Accountabilities;

  • To deliver Exceptional Service to our customers through up to date regulatory compliance and knowledge including but not limited to FCA, IDD and GDPR, ensuring we have the customer at the heart of everything we do
  • To implement operational standards in line with RAC values and ensure the effective management of individuals to meet and exceed commercial objectives
  • Ensure personal, team and departmental completion of annual regulatory Essential Learning and ongoing CPD to ensure clarity and knowledge of personal responsibility to demonstrate compliance
  • Ensure products and services are sold/renewed in a compliant manner, that we treat our customers fairly and that regulatory feedback is actioned in a timely manner ensuring potential detriment is minimal and mitigated
  • Key Performance Indicators for acquiring and retaining customers through adherence to Brilliant Basics metrics in line with contact centre targets
  • Consistent achievement of personal and departmental performance metrics in line with operational targets
  • Deliver a customer centric culture within your team and department through effective handling of new and existing customers requests, taking ownership of resolution at first point of contact
  • Inspire, coach and motivate colleagues to ensure they are engaged with RAC values and put the customer at the heart of everything they do
  • Set a high support, high expectation culture within your team and department, leading by example and driving performance through effective coaching and formal management processes
  • Ensure all colleagues have regular performance reviews and 121s, highlighting any decline in performance and setting SMART objectives to improve performance, morale, capability and confidence
  • Be proactive in making suggestions to improve processes that support colleague’s development and overall competence
  • Ensure that all employment relations and performance cases within your team and across the Centre are handled with skill, pragmatism and in line with process

We are looking for someone who has experience of working in a sales & retentions contact centre and enjoys a fast paced, high volume environment. As a Team Manager you will have experience of leading teams in a multi-skilled contract centre across either inbound or outbound to achieve business performance targets. Having a proven track record of coaching and developing individuals to drive performance improvements across a range of business and people metrics is a must. The ideal candidate will be a strong people leader with the ability to adapt your coaching and management style to individuals needs to get the best results from your team. Experience of developing people through different engagement initiatives to deliver stretching objectives would be preferred along with the ability to communicate effectively with all levels of stakeholders. You thrive in a fast pace sales environment and bring a broad knowledge of techniques and styles to increase sales and service performance within a regulated and complaint environment.

In return, we offer… 
  • Up to £38,000 depending on experience
  • Access to a wide range a flexible benefits including gym flex and cycle to work scheme
  • RAC Ultimate Breakdown Cover from day one (including all the benefits that go with it)
  • Free onsite parking at all three sites
  • Subsidised onsite canteen
Come and be a part of our journey! #OrangeHeroes

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