About The Role
RAC are seeking a highly motivated and results-driven
SMR Trading Manager
to join our growing Service, Maintenance and Repair (SMR) team. In this pivotal role, you will be accountable for the daily scheduling activity of our busy contact centre, to ensure we meet our service commitments to customers while delivering on our commercial plans. You will lead and develop a high-performing team, ensuring key KPIs are met and operational excellence is maintained. What You Will Do Deliver optimal outcomes by balancing demand and available resources for the day. Own the trading cadence and outcomes, keeping stakeholders informed and aligned. Hold the field-based team accountable for delivery, availability, work time, and quality; hold the contact centre team for on the day (re-)scheduling and diary optimisation. Monitor & influence KPIs such as Jobs Completed vs. Start of Day, Overtime Productivity, Cancellation Rate, and Move Rate. Proactively solve problems to minimize on-day cancellations and job reschedules. Identify and implement automation opportunities to improve operational efficiency and customer outcomes. Contribute to shaping and growing the operational organization to meet current and future demands. Build and develop a high-performing team, implementing colleague growth strategies to retain and develop talent. Lead operational process implementation to drive continuous improvement. What You Will Need Proven experience in managing teams to deliver exceptional performance. Strong understanding of scheduling systems, processes, and SMR products and services (candidates from non-SMR backgrounds will be also considered, assuming they can get quickly up to speed on all things SMR). Experience in maximizing team potential, managing performance issues, and ensuring compliance with policies. Ability to prioritize effectively work under pressure, and thrive in a fast-paced, changing environment. Exceptional attention to detail and ability to work accurately under pressure. Resilience, patience, and a positive attitude in a dynamic work environment. Understanding of business performance metrics and their impact on operations. Desired Proven commercial and operational leadership experience. Ability to use operational KPIs to understand any underlying performance issues and drive improvements. Technical experience is a plus. A team player who can use initiative to solve problems and drive results. Why Join Us?
This is an exciting opportunity to shape the future of our operations, drive performance, and make a tangible impact on the business. If you’re passionate about leading teams to success, driving operational excellence, and delivering outstanding customer outcomes, we want to hear from you! In return, we offer… 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: FREE RAC Ultimate Complete Breakdown Service from Day One. 25 days annual leave entitlement plus bank holidays. 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. 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. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more. 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! 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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SMR Trading Manager
to join our growing Service, Maintenance and Repair (SMR) team. In this pivotal role, you will be accountable for the daily scheduling activity of our busy contact centre, to ensure we meet our service commitments to customers while delivering on our commercial plans. You will lead and develop a high-performing team, ensuring key KPIs are met and operational excellence is maintained. What You Will Do Deliver optimal outcomes by balancing demand and available resources for the day. Own the trading cadence and outcomes, keeping stakeholders informed and aligned. Hold the field-based team accountable for delivery, availability, work time, and quality; hold the contact centre team for on the day (re-)scheduling and diary optimisation. Monitor & influence KPIs such as Jobs Completed vs. Start of Day, Overtime Productivity, Cancellation Rate, and Move Rate. Proactively solve problems to minimize on-day cancellations and job reschedules. Identify and implement automation opportunities to improve operational efficiency and customer outcomes. Contribute to shaping and growing the operational organization to meet current and future demands. Build and develop a high-performing team, implementing colleague growth strategies to retain and develop talent. Lead operational process implementation to drive continuous improvement. What You Will Need Proven experience in managing teams to deliver exceptional performance. Strong understanding of scheduling systems, processes, and SMR products and services (candidates from non-SMR backgrounds will be also considered, assuming they can get quickly up to speed on all things SMR). Experience in maximizing team potential, managing performance issues, and ensuring compliance with policies. Ability to prioritize effectively work under pressure, and thrive in a fast-paced, changing environment. Exceptional attention to detail and ability to work accurately under pressure. Resilience, patience, and a positive attitude in a dynamic work environment. Understanding of business performance metrics and their impact on operations. Desired Proven commercial and operational leadership experience. Ability to use operational KPIs to understand any underlying performance issues and drive improvements. Technical experience is a plus. A team player who can use initiative to solve problems and drive results. Why Join Us?
This is an exciting opportunity to shape the future of our operations, drive performance, and make a tangible impact on the business. If you’re passionate about leading teams to success, driving operational excellence, and delivering outstanding customer outcomes, we want to hear from you! In return, we offer… 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: FREE RAC Ultimate Complete Breakdown Service from Day One. 25 days annual leave entitlement plus bank holidays. 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. 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. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more. 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! 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.
#J-18808-Ljbffr
