Head of Remote Solutions

2 weeks ago

Walsall, United Kingdom RAC Full time

**About The Role**:
RAC have an exciting new opportunity for a **Head of Remote Solutions** who will oversee and be responsible for all internal remote/complex solutions and communications, delivered directly to our Orange customers.

Based in our **Bescot** office and reporting directly to the Director of Rescues, you will be managing across Technical Contact Centre leads and provide strong leadership to technical support and remote solutions team.

Due to the 24/7 nature of the operation this role will require weekend working on a rotational basis with other HoF Deployments

**Duties include**:

- Overarching responsibility for all remote solutions and complex operations, responsible for the delivery of commercial and service outcomes
- Ensure that or decision frameworks will be defined and constructed to optimise complex outcomes with every member of the team understands their value, their role and what they are accountable for within the operation
- Continually improve our operating processes to ensure alignment cross functionally to ensure outcomes are unified and deliver improved performance and service outcomes
- To identify, trouble shoot and resolve issues, putting improvement and immediate fixes into place across people, systems, data and process. To provide a seamless service for the customer
- To lead BAU service improvement, including methods and techniques for structured reviews of key deliverables
- Responsible for the delivery of key deployment KPI’s including through the utilisation of a daily operational rhythm along with other tactical and strategical activities

**Qualifications**

You will have an excellent understanding of deployment systems, process and breakdown products combined with an understanding of business performance metrics both within operations and cross functionally.

**In return, we offer**

At the 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, there’s also an annual bonus scheme in place. Plus, you’ll have all these extra benefits:

- FREE RAC Breakdown cover from day one
- Colleague Share Scheme - a unique opportunity to become an owner of our business and share in the future success of the RAC
- Car salary sacrifice scheme - including offers on electric vehicles
- Group Life Assurance of up to 4 x salary
- 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

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