New Business Team Manager

1 week ago

Bradley Stoke, United Kingdom RAC Full time

RAC have an exciting opportunity for a Team Manager to join our Consumer Roadside Department in our Bristol office, on a Full Time, Permanent basis.

As a Team Manager you can expect to be leading a team of multi skilled specialists with the end goal of achieving exceptional levels of performance and behaviours. With your experience you will be able to support and develop your team whilst driving highstandards to exceed operational goals. We lead with a results and people focused culture through visibly driving performance on the Retention and Renewals floor, spending your days engaging and coaching teams and celebrating high achievers to increase overallperformance. Our Team Managers promote a positive attendance culture and manage cases according to RAC HR Policies to achieve attendance targets. Engagement is one of our main priorities across the Business, so we need someone who can take a proactive approachto improve team engagement whilst coaching, leading and motivating colleagues to succeed and feel valued.

Key Accountabilities;
- To deliver Exceptional Service to our customers through up to date regulatory compliance and knowledge including but not limited to FCA, IDD and GDPR, ensuring we have the customer at the heart of everything we do.
- To implement operational standards in line with RAC values and ensure the effective management of individuals to meet and exceed commercial objectives.
- Ensure personal, team and departmental completion of annual regulatory Essential Learning and ongoing CPD to ensure clarity and knowledge of personal responsibility to demonstrate compliance.
- Ensure products and services are sold/renewed in a compliant manner, that we treat our customers fairly and that regulatory feedback is actioned in a timely manner ensuring potential detriment is mínimal and mitigated.
- Key Performance Indicators for acquiring and retaining customers through adherence to Brilliant Basics metrics in line with contact centre targets.
- Consistent achievement of personal and departmental performance metrics in line with operational targets.
- Deliver a customer centric culture within your team and department through effective handling of new and existing customers requests, taking ownership of resolution at first point of contact.
- Inspire, coach and motivate colleagues to ensure they are engaged with RAC values and put the customer at the heart of everything they do.
- Set a high support, high expectation culture within your team and department, leading by example and driving performance through effective coaching and formal management processes.
- Ensure all colleagues have regular performance reviews and 121s, highlighting any decline in performance and setting SMART objectives to improve performance, morale, capability and confidence.
- Be proactive in making suggestions to improve processes that support colleague’s development and overall competence
- Ensure that all employment relations and performance cases within your team and across the Centre are handled with skill, pragmatism and in line with process

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