Motability Operations Lead

RAC have an excellent new opportunity for a Motability Operations Lead  working at our Bescot Head Office, Walsall.

The role will be responsible for the day-to-day management, coordination, and development of a team of contact centre colleagues to ensure there is consistent delivery of a service that is efficient, effective and aligned to RAC values.

We're looking for someone with proven experience in a managerial role (within a Contact Centre environment is desired)

You will be expected to lead and coach team advisors to meet adherence, attendance and KPI targets whilst contributing to the development of a proactive, inspirational, and visible leadership team.

Salary £36,400

Working Hours will be aligned to the operational hours of the relevant function, including weekend and bank holidays with the requirement to work occasionally at other sites:

Monday to Sunday - 35 Hours per week, between 6am and 11pm

Based at RAC Walsall - Fully Office Based

There will be SLA/KPI responsibility for productivity, downtime, and complaint compensation.

Key Accountabilities Include

• Line management of a team of up to 25-30 FTE (Team Leaders will be assigned to a team within Motability although this may change over time according to operational need or personal development)
• Enable continuous learning and performance development for direct reports by taking steps to enhance knowledge, skills and confidence, e.g. through performance coaching, provision of regular performance reviews, constructive feedback, one to one supervision and daily live side by side call coaching
• Set and agree objectives in line with Current Customer objectives
• Identify areas for training or skill gaps and implement a training and coaching plan to improve
• Effective Realtime Management of Colleagues and Performance as required in Functional Areas
• Undertake performance management with any individual underperforming or displaying poor conduct, managing this process in line with RAC’s policies and procedures
• Monitors team performance through all available MI taking appropriate and quick action to address trends whilst celebrating successes to the team and individual
• Create and maintain an RAC values-based culture, engendering a ‘can do’ attitude ensuring flexibility
• Utilise all available communication medium to effectively communicate updates and motivate colleagues
• Listen to team members’ feedback and resolve any issues or conflicts in a timely manner
• Be the ultimate knowledge base of our product, process and policy for your team
• Communicate company goals, expectations, best practise processes/ practices. Inspires team members through motivational communication whilst proactivity takes action to improve gaps in performance for team members.
• Provides support in the general running of the department, including hiring and training, and other requested operational activity required.

What you'll need...

The successful candidate will have

- Experience of working in a busy Inbound or Outbound Contact Centre Environment

- Experience of enabling Contact Centre Colleagues to achieve targets

- Technical Knowledge

- Proven experience working with Excel, reading reports and someone who can navigate PowerBi reporting

The role will require you to help drive results through people by inspirational leadership, recognition and performance management but also have a good level of commercial awareness with the ability to communicate effectively with all levels of stakeholders

Evidence of a proven successful coach with a broad knowledge of coaching techniques and styles, you will be able to demonstrable ability to manage or supervise the work of others in a manner that is fair and non-discriminatory.

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

• Eligibility to join our bonus scheme.
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
• Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
• FREE onsite parking.

When you join us you will automatically be opted into our Colleague Share Scheme , called ‘Owning it together’ . This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

If this role fits your skillsets, go ahead and apply now!

We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.