Are you skilled at leading a team to consistently meet and surpass targets? You could be the perfect fit as an Sales Operations Contact Centre Team Manager based at our office in Bristol! We’re looking for an experienced Team Manager to lead a team of multi-skilled specialists in our Contact Centre’s Retention & Renewal (R&R) division. To Support and develop leadership qualities in contact centre Seniors to support talent progression while supporting the ongoing career progression of the whole team and centre. This will be based in our Bradley Stoke office on a permanent basis.
This is 12-Month Fixed Term Contract. shifts fall in between Monday to Friday 08:00 - 19:00, and Saturday 09:00-17:00.
What You’ll Be Doing:
1. Manage a team across inbound and outbound channels, motivating colleagues to deliver high levels of service, performance, and behaviour aligned with RAC’s values.
2. Drive key performance indicators (KPIs) in acquisition, service, and retention of members. Support the progression of team leaders and frontline staff through structured coaching, 1:1s, and performance reviews.
3. Champion a customer-centric approach, ensuring interactions meet FCA, IDD, and GDPR compliance. Take ownership of queries and drive first-contact resolution.
4. Ensure full completion of regulatory learning and adherence to standards, keeping customer outcomes and fair treatment at the heart of all activity.
5. Execute RAC’s operational and quality standards, delivering consistent team performance through coaching, people development, and smart target-setting.
6. Promote a culture of recognition, inclusion, and continuous learning. Handle ER and performance cases professionally and in line with best practice.
What We’re Looking For:
7. Previous leadership within a fast-paced, multi-channel sales contact centre environment – ideally in a consumer service brand.
8. A genuine people developer with a coaching style that adapts to individual needs and drives performance improvement.
9. Experience in handling both inbound and outbound customer contact with a focus on retention and renewal.
10. Clear understanding of business targets and KPIs, with a track record of delivering against them.
11. Strong interpersonal and stakeholder management skills, with the ability to influence and inspire at all levels.
12. Solid understanding of FCA, GDPR, and regulatory frameworks, with the ability to embed compliance into everyday operations.
Benefits and rewards:
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:
13. Eligibility to join our bonus scheme
14. Holidays - 25 & bank holidays
15. Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
16. 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
17. Family leave support including paid time off, flexibility and resources to help balance work and family commitments
18. 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
19. Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options
20. FREE RAC Ultimate Complete Breakdown Service from Day One
21. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more
22. 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!
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 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.