Tyre Solutions Lead

**About The Role**:
As a **Tyre Solutions Lead**, you’ll play a pivotal role in driving the success of our **Tyre Solutions Specialist team**, which is an integral part of our wider **Remote Solutions strategy**. This team has seen continuous growth over 12 months and continues to deliver significant value to our customers by providing permanent solutions for tyre-related faults.

Now, we’re looking for a strong leader to take performance and service delivery to the next level.

This is a role where people leadership meets operational excellence. You’ll be responsible for managing both performance and people, ensuring that every team member is supported, coached and developed to achieve their full potential. At the same time, you’ll ensure that processes are followed in line with policy, compliance standards are upheld, and commercial outcomes are delivered.

You’ll work closely with the management team and key stakeholders across the business, influencing decisions and driving improvements that enhance customer experience and operational efficiency. This is a fast-paced, high-impact role where your ability to make informed decisions, manage performance, and inspire your team will directly shape the success of our remote solutions offering.

If you’re passionate about leading teams, delivering results, and making a tangible impact on how we serve our customers, this is the opportunity for you.

Shift patterns will fall across Monday to Sunday working between 0700-2100 - Due to the 24/7 nature of the operation, this role will require weekend/bank holidays with shift pattern working on a rotational basis.

**What you’ll do...**

Duty management of the Tyre Solutions Specialists team, with responsibility for the delivery of key KPI’s and quality of outcomes whilst on shift.
- Make expert decisions and identify the processes required to make things happen in a quality-orientated way to deliver optimal performance and service outcomes
- Working co-operatively and productively with all Tyre Solutions agents and cross functionally when required to do so.
- Use expert knowledge to deliver effective outcomes supporting in the coaching and development of all colleagues.
- Be the ‘Expert’ in key areas of line management including performance management, associated procedures and policies
- Identify areas for operational improvement to deliver improved performance and service outcomes.
- Deal with escalated customer and colleague issues, incident reports and compliance actions in the absence of the Remote Solutions Operations Manager.
- Responsible for Quality of all associated outcomes. Ensuring that all Agents remain compliant and all remote solutions provided are in line with defined and associated regulatory documents.
- Deliver continuous learning and performance development to colleagues by taking steps to enhance knowledge, skills, and confidence.

**What you’ll need**
- Proven experience managing teams to deliver strong performance.
- A solid understanding of deployment systems, processes and breakdown products and services.
- Experience managing underperformance in line with formal policies and procedures.
- Ability to prioritise effectively in a fast-paced, changing environment.
- Strong attention to detail and accuracy under pressure.
- Resilience, adaptability and a proactive approach to problem-solving.
- Understanding of operational performance metrics and how to influence them. Competence in using iCAD and associated systems.
- **Need to exhibit behaviours consistent with RAC core values**:

- **Handle it Together**:

- **Exceptional Service**:

- **Raise The Bar**:

- **Own It**
- 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:_
- Eligibility to join our bonus scheme.
- Option to join RAC’s Group Personal Pension scheme where we will 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 ages 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, much more.
- 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