Contact Centre Team Leader

2 weeks ago

Bristol, Bristol, United Kingdom RAC Full time

Are you a skilled leader who can drive a team to consistently meet and surpass targets? We're looking for a talented Renewals and Retention Outbound Team Manager to join our team at our iconic Bradley Stoke office.

You'll lead a dynamic group of specialists handling Outbound communications, ensuring our 2 million members have a seamless and positive experience when renewing their memberships. Your primary responsibility will be to implement strategies to enhance member retention, while guiding your team to meet their individual and collective targets.

With a competitive salary of £34,234 per annum for a 35-hour working week, as well as a 25% bonus of up to £9.5k, you'll be rewarded for your hard work.

This is a full-time, permanent role, with shift requirements falling within our opening hours of Monday – Friday 08:00 – 19:00, Saturday and Sunday 09:00 – 17:00.

As a member of our team, you'll enjoy a range of benefits, including:

  • Eligibility to join our bonus scheme
  • Option to join RAC's Group Personal Pension scheme, where we'll match/contribute up to 6.5% on qualifying earnings
  • 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
  • Family leave support, including paid time off, flexibility, and resources to help balance work and family commitments
  • Confidential personal support service, available 24 hours a day, every day of the year, for you and any family members aged 16+ in your household
  • Car salary sacrifice scheme – after 12 months of employment, where you'll enjoy significant tax savings, including electric vehicle options
  • FREE RAC Ultimate Complete Breakdown Service from Day One
  • Access to Orange Savings, our online discounts portal, offering 1000's of savings on high street retailers, supermarkets, holidays, tech, and much more
  • FREE onsite parking

As a valued member of our team, you'll also be part of our Colleague Share Scheme, called 'Owning it together', which rewards our colleagues for their outstanding work and allows them to share in the future success of the RAC.

What you'll be doing:

  • Managing the performance of a team of Advisors, ensuring they deliver exceptional service to our customers, with the customer at the heart of everything we do
  • Implementing operational standards in line with RAC values and ensuring effective management of colleagues to meet and exceed commercial objectives
  • Consistently achieving personal and departmental performance numbers in line with operational targets
  • Developing and implementing effective sales strategies
  • Delivering structured and engaging one-to-one coaching, which positively influences the team's sales performance
  • Establishing a customer-centric culture within your team and department, treating demands from both new and existing clients well, and taking charge of resolving issues at the initial point of contact
  • Ensuring that all coaching is documented effectively, and coaching sessions are followed up regularly
  • You'll be required to deliver outstanding levels of customer service while achieving sales, productivity, and retention targets
  • Being proactive in offering solutions to enhance procedures that promote the growth and general competency of colleagues

To be the best, we want the best. We're looking for a Team Manager who has:

  • Experience of working in a sales results-driven contact centre for a high-profile, fast-paced customer service-focused environment
  • Previous experience of coaching/training within a Sales or Contact Centre environment
  • Experience managing teams to accomplish business performance goals across a wide range of products and KPIs in a multi-functional sales contact centre, both incoming and outbound
  • Proven track record of coaching and developing individuals to drive performance improvements across a range of business and people metrics
  • Proven track record in sales with a focus on results
  • Strong people leadership, with the ability to adapt your coaching or management style to individuals to get the best results from your team

What can we offer in return?

  • Bonus scheme with additional earning potential up to 25% OTE monthly
  • Competitive rewards package
  • First-class, comprehensive training programme to enhance your skills and behaviours to ensure you become a great advisor
  • Fantastic career framework, with solid support and a clear plan, allowing everyone to progress within this ever-growing business

Together we are all #OrangeHeroes. Come and be a part of our journey.

We're committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.

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