{"id":2139006,"url":"https://alion.io/job/rac-smr-contact-centre-team-manager","title":"SMR Contact Centre Team Manager","company":{"id":448732,"name":"RAC","domain":"rac.co.uk","url":"https://alion.io/company/rac-5","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eploy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Walsall, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-07T04:18:42Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-02T19:47:16Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":26},"description":"About The Role\nJoin the RAC as an SMR Team Manager and help shape the future of our Service, Maintenance & Repair business.\nThe RAC's Service, Maintenance & Repair (SMR)division is one of the fastest-growing areas of our business, helping members keep their vehicles maintained, repaired and safely on the road.\nAs an SMR Team Manager, you'lllead a team within our contact centre operation, supporting colleagues to deliver great service while achieving operational and performance goals. You'llspend your time coaching and developing people, driving engagement, improving processesand creating an environment where colleagues can thrive.\nThis is a role where your leadership will make a real difference. You'llhelp shape team performance, support colleague developmentand play an important part in delivering a smooth experience for our members.\nWe'relooking for someone who enjoys developing people, leading by exampleand building high-performing teams. In return, you'lljoin a trusted brand that invests in its people, offering ongoing development, career progressionand the opportunity to grow within a business that values teamwork, accountabilityand continuous improvement.\nWe offer more than a job. We offer a career with purpose.\nShifts: Monday-Friday 0800-1800 (rotational shifts) | Saturday 0900-1730\nLocation: Walsall - full office based\nContract: Full-time (40 hours weekly) | Permanent\nAs an SMR Team Manager at the RAC, you'llget benefits that go the extra mile\nEarnings That Motivate- enjoy a competitive salary plus automatic enrolment in our 'Owning It Together' Colleague Share Scheme, a unique opportunity to share in the RAC's future success and be rewarded for the exceptional work you deliver.\n\nTools to Drive Your Future- get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.\n\nFinancial Security & Perks- pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term.\n\nWellbeing That Works for You- our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.\n\nExtras That Make a Difference- access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you'llautomatically join our Colleague Share Scheme, giving you a stake in our collective success.\n\nWhat you'lldo\nLead, coachand develop a team of contact centre colleagues to achieve service, operationaland commercial objectives.\n\nCreate a customer-focused culture that delivers exceptional service to members and customers.\n\nMonitor and drive performance against productivity, qualityand service targets.\n\nConduct regular one-to-ones, coaching sessionsand performance reviews to support colleague growth.\n\nBuild high levelsof engagement, accountabilityand team performance through effective leadership.\n\nIdentifyand implement process improvements that enhance efficiency and customer outcomes.\n\nManage employee relations and performance matters fairly and in line with company policies.\n\nCollaborate with operational and support teams across the RAC to deliver business objectives.\n\nEnsure compliance with regulatory requirements and mandatory learning standards.\n\nSupport wider leadership activities and act as a deputy for management colleagues when required.\n\nWhat you'llneed\nExperience leading and developing teams within a contact centre environment.\n\nA proven track recordof coaching colleagues to improve performance and engagement.\n\nExperience working in a fast-paced, customer-focused operation.\n\nStrong communicationand stakeholder management skills.\n\nThe ability to deliver against operational, service and people performance targets.\n\nWhy RAC?\nFor more than 128 years, we'vebeen keeping drivers moving, and today we'retrusted by over 15 million members. We'realso trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.\nWe welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work,and we'llbe with you every step of the way to help you grow and develop your career.\nReady to make a difference? Your next career move starts here.","description_format":"text","description_chars":4512,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Nuclear Energy","Property & Casualty Insurance","Insurance Brokers & Agencies","Auto Repair & Service"],"lifecycle":[{"event":"open","at":"2026-10-09T02:39:30Z"},{"event":"close","at":"2026-10-17T01:53:46Z"},{"event":"reopen","at":"2026-10-21T18:14:45Z"}],"visa":[],"liveness":{"score":18,"band":"cold","label":"Long shot","p_open":1,"p_active":0.514,"p_room":0.35,"age_days":26,"expected_fill_days":13,"reasons":["conf:0","urgency","velocity","win:tail","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/rac-smr-contact-centre-team-manager","json_url":"https://alion.io/job/rac-smr-contact-centre-team-manager.json","meta":{"generated_at":"2026-11-02T20:17:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28380,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":448732},"rest":"https://alion.io/mcp/rest/get_company?id=448732"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frac-smr-contact-centre-team-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frac-smr-contact-centre-team-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frac-smr-contact-centre-team-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rac-smr-contact-centre-team-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frac-smr-contact-centre-team-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2139006}},{"tool":"search_jobs","arguments":{"company":"rac.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2139006},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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