Outbound Team Leadership Manager

3 weeks ago

Bristol, Bristol, United Kingdom RAC Full time

Are you adept at guiding a team to consistently achieve and exceed objectives? You could be an ideal candidate for the Outbound Team Leadership Manager position.

In this role, you will oversee a vibrant team of specialists focused on Outbound communications. Your main duty will be to ensure that our members enjoy a smooth and positive experience during their membership renewals. This includes not only directing your team to meet their individual and collective goals but also developing strategies to improve member retention. You will foster a supportive and motivating atmosphere where team members are inspired to excel, reflecting RAC's dedication to outstanding service.

The position offers a starting salary of £34,234 per annum for a 35-hour work week, along with a potential bonus of up to £9.5k.

This is a full-time, permanent opportunity. Work hours will be scheduled within our operational times of Monday – Friday 08:00 – 19:00, Saturday and Sunday 09:00 – 17:00.

At RAC, our team members are committed to providing exceptional support to our customers. We believe in rewarding you for your contributions. In addition to a competitive salary, you will enjoy a range of benefits:

  • Eligibility for our bonus program
  • Option to enroll in RAC's Group Personal Pension scheme with matching contributions up to 6.5% on qualifying earnings.
  • Core Employer funded Life Assurance cover at 2 x Basic Salary (4 x for pension scheme members), with the option to increase coverage through our flexible benefits.
  • Family leave support, including paid time off and resources to help balance work and family responsibilities.
  • Confidential personal support service available 24/7 for you and your family members aged 16+ living in your household.
  • Car salary sacrifice scheme after 12 months of employment, offering significant tax savings, including options for electric vehicles.
  • Complimentary RAC Ultimate Complete Breakdown Service from day one.
  • Access to Orange Savings, our online discount portal with thousands of savings on various retailers, supermarkets, vacations, technology, and more.
  • Complimentary onsite parking.

Upon joining, you will automatically be enrolled in our Colleague Share Scheme, known as 'Owning it together'. This unique opportunity allows our team members to be rewarded for their exceptional work and share in the future success of RAC, distinguishing it from ordinary work benefits or bonuses.

Key Responsibilities:

  • Overseeing the performance of a team of Advisors, ensuring they provide exceptional service to our customers, with a focus on customer-centricity.
  • Implementing operational standards aligned with RAC values and effectively managing team members to meet and exceed business objectives.
  • Consistently achieving personal and departmental performance metrics in line with operational targets.
  • Developing and executing effective sales strategies.
  • Delivering structured and engaging one-on-one coaching that positively impacts the team's sales performance.
  • Establishing a customer-focused culture within your team by addressing demands from both new and existing clients and resolving issues promptly.
  • Ensuring all coaching sessions are documented and followed up regularly.
  • Delivering outstanding customer service while achieving sales, productivity, and retention targets.
  • Proactively offering solutions to enhance procedures that support the growth and competency of team members.

To excel in this role, we seek a Team Manager who possesses:

  • Experience in a sales-driven contact center within a high-profile, fast-paced customer service environment.
  • Previous coaching or training experience in a Sales or Contact center setting.
  • Proven experience managing teams to achieve business performance goals across various products and KPIs in a multi-functional sales contact center, both inbound and outbound.
  • A strong track record of coaching and developing individuals to enhance performance across a range of business and personnel metrics.
  • A solid background in sales with a results-oriented focus.
  • Strong leadership skills with the ability to adapt coaching or management styles to individual team members for optimal results.

What We Offer:

  • Bonus scheme with additional earning potential up to 25% OTE monthly.
  • Competitive rewards package.
  • Comprehensive training program designed to enhance your skills and behaviors, ensuring you become an exceptional advisor.
  • A robust career framework with solid support and a clear progression plan, allowing everyone to advance within this growing organization.

Together, we are all #OrangeHeroes. Join us on our journey.

We are committed to fostering a culture that reflects the diverse communities we serve, one that is open, accessible, collaborative, and inclusive. We welcome applicants from all backgrounds and experiences.

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