Contact Centre Team Manager

2 weeks ago

Bristol, United Kingdom RAC Full time

Are you skilled at leading a team to consistently meet and surpass targets? You might be the perfect fit as a Renewals and Retention Team Manager based at our Bradley Stoke office

You'll lead a dynamic group of specialists handling inbound communications. Your primary responsibility will be to ensure our 2 million members have a seamless and positive experience when renewing their memberships. This involves not only guiding your team to meet their individual and collective targets but also implementing strategies to enhance member retention. You'll create a supportive and motivating environment where team members are encouraged to perform at their best, embodying RAC’s commitment to exceptional service .

With a starting salary  of £34,234 per annum  for a  35-hour  working week, as well as a 25% bonus of up to  £9.5k

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

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 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

What you’ll be doing:

Managing the performance of a team of Advisors, ensuring they deliver exceptional service to our customers, ensuring we have the customer at the heart of everything we do. Implementing operational standards in line with RAC values and ensure effective management of colleagues to meet and exceed commercial objectives Consistently achieving personal and departmental performance numbers in line with operational targets. Develop and implement effective sales strategies. Deliver structured and engaging one to one coaching which positively influences the teams sales performance.  Establishing a customer-centric culture within your team and department by treating demands from both new and existing clients well and taking charge of resolving issues at the initial point of contact. Ensure that all coaching is documented effectively, and coaching sessions are followed up regularly. You will be required to deliver outstanding levels of customer service whilst achieving sales, productivity and retention targets Be 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  that has:

Experience of working in a sales results driven contact centre for a high-profile, fast-paced customer service focussed 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 Flexible shifts  and working patterns A first-class, comprehensive training programme to enhance your skills and behaviours to ensure you become a great advisor A 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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