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–8pm 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.