BAC Operations Lead

About The Role

Join the RAC as a Contact Centre Operations Lead and play a pivotal role in keeping millions of members moving when they need us most.

This is a high-impact leadership role at the heart of our Breakdown Assistance Centre, where you’ll inspire teams, shape performance, solve real-time operational challenges and create the conditions for colleagues to do brilliant work every day.

• Lead, motivate and develop teams across key areas of the Breakdown Assistance Centre, including Prestige, Nights, Claims, Onward Travel and core operations
• Create a positive, high-performing culture where colleagues feel supported, accountable and proud of the service they deliver
• Take ownership of the live operation during your shift, making confident decisions that protect service, member experience and colleague wellbeing
• Use real-time insight to balance resources, call routing and workloads so we can respond quickly and effectively when demand changes
• Drive meaningful performance improvement across measures such as NPS, quality, calls handled, resolution rates and overall service delivery
• Coach colleagues through regular, tailored feedback that builds confidence, capability and consistency
• Spot talent, support development and help colleagues progress their careers within a growing, ambitious operation
• Be a calm, knowledgeable point of support for complex calls, member queries and process questions
• Handle escalations confidently and turn them into learning opportunities that improve future outcomes
• Champion smarter ways of working and step in for the Contact Centre Manager when needed

• Experience leading teams in a busy contact centre, customer operations or service-led environment
• A confident, fair and supportive leadership style, with the ability to manage performance and help people improve
• Strong organisation skills and the ability to stay focused, flexible and solutions-led during busy periods
• A good understanding of operational performance measures and how great leadership can influence results
• Confidence using Microsoft Office and operational systems; experience of iCAD or similar platforms would be helpful, but we’ll support you to build the knowledge you need

• Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business
• Free RAC Ultimate breakdown cover - From your very first day
• Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax
• Generous holidays - 23 days plus bank holidays (rising to 25 with service)
• Pension & life cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits)
• Wellbeing support - 24/7 confidential support helpline for you and your family
• Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal

For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also 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.

We 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’ll be with you every step of the way to help you grow and develop your career.