Contact Centre Team Manager - SMR DepartmentLocation: BescotContract: Full-time, PermanentSalary: Up to £36,000 per year (DOE) + benefitsHours: 40 per week, Monday-Friday (8am-6pm shifts), plus rotating weekends with rest daysWhy 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 doingLead 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 bringProven 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 & BenefitsAt RAC, we believe in recognising the dedication of our colleagues. Alongside a competitive salary, you’ll enjoy:Bonus scheme eligibility25 days holiday + bank holidaysPension contributions up to 6.5%Family leave support with flexibility and resourcesConfidential wellbeing service available 24/7 for you and your householdCar salary sacrifice scheme (including EV options after 12 months)FREE RAC Ultimate Complete Breakdown cover from day oneOrange Savings discounts portal with 1000s of retailer offersColleague Share Scheme - Owning it together, giving you a stake in RAC’s future successBe part of something biggerAt 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.