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Motability Team Leader



14d ago

Applications are closed

  • Job
    Senior (5-8 years)
  • Birmingham

About The Role

RAC have an excellent new opportunity for a Motability Team Leader working at our Bescot Head Office, Walsall. The role will be responsible for the day-to-day management, coordination, and development of a team of contact centre colleagues to ensure there is consistent delivery of a service that is efficient, effective and aligned to RAC values.

You will be expected to lead and coach team advisors to meet adherence, attendance and KPI targets whilst contributing to the development of a proactive, inspirational, and visible leadership team.

Salary £31,000.00

Working hours will be aligned to the operational hours of the relevant function, including weekend and bank holidays with the requirement to work occasionally at other sites. Monday to Sunday - 35 Hours per week, between 6am and 11pm

There will be SLA/KPI responsibility for productivity, downtime, and complaint compensation.

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!

Key Accountabilities Include

  • Line management of a team of up to 20 FTE (Team Leaders will be assigned to a team within Motability although this may change over time according to operational need or personal development)
  • Enable continuous learning and performance development for direct reports by taking steps to enhance knowledge, skills and confidence, e.g. through performance coaching, provision of regular performance reviews, constructive feedback, one to one supervision and daily live side by side call coaching
  • Set and agree objectives in line with Current Customer objectives
  • Identify areas for training or skill gaps and implement a training and coaching plan to improve
  • Effective Realtime Management of Colleagues and Performance as required in Functional Areas
  • Undertake performance management with any individual underperforming or displaying poor conduct, managing this process in line with RAC’s policies and procedures
  • Monitors team performance through all available MI taking appropriate and quick action to address trends whilst celebrating successes to the team and individual
  • Create and maintain an RAC values-based culture, engendering a ‘can do’ attitude ensuring flexibility
  • Utilise all available communication medium to effectively communicate updates and motivate colleagues
  • Listen to team members’ feedback and resolve any issues or conflicts in a timely manner
  • Be the ultimate knowledge base of our product, process and policy for your team
  • Communicate company goals, expectations, best practise processes/ practices. Inspires team members through motivational communication whilst proactivity takes action to improve gaps in performance for team members.
  • Provides support in the general running of the department, including hiring and training, and other requested operational activity required.

What you'll need...

The successful candidate will have experience of working in a busy Inbound or Outbound Contact Centre Environment as well as experience of enabling Contact Centre Colleagues to achieve targets.

The role will require you to help drive results through people by inspirational leadership, recognition and performance management but also have a good level of commercial awareness with the ability to communicate effectively with all levels of stakeholders

Evidence of a proven successful coach with a broad knowledge of coaching techniques and styles, you will be able to demonstrable ability to manage or supervise the work of others in a manner that is fair and non-discriminatory.


Good working knowledge of FCA and compliance procedures

Minimum of 5 GCSE’s

Need to exhibit behaviours consistent with RAC core values:

  • Handle it Together
  • Exceptional Service
  • Raise The Bar
  • Own It

If this role fits your skillsets, go ahead and apply now!

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.

The UK’s leading breakdown service provider - on a journey to becoming #1 for driving services in the UK.

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Mission & Purpose

The RAC is the UK’s leading breakdown service provider – a people-powered business of 4,000 ‘orange heroes’ delivering best-in-class motoring services for both private and business drivers. Originally founded in 1897, we've consistently been at the forefront of developing motoring solutions. The next stop on our 125-year journey is to become the UK’s #1 provider of driving services, a trusted brand and partner for all things motoring. If orange is your colour and you think you’d look great in a cape, then visit www.rac-careers.com/ or follow us to find out the heroic jobs currently on offer and what benefits you can expect at the RAC.