RAC
CSC OOH Deployment Lead
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OOH Deployment Lead (Out of Hours)
Join the RAC as an OOH Deployment Lead and lead our overnight operation to ensure members receive the right support at the right time, every time.
We are looking for an OOH Deployment Lead (Out of Hours) to join our Deployment Operations out of hours team at the RAC's Bescot Head Office on a permanent basis.
As an OOH Deployment Lead, you'll be responsible for leading the deployment teams that deliver our target operating model. You'll ensure the effective deployment of RAC resources and third-party contractors, using customer-focused solutions to achieve the best possible outcomes for members in real time. You’ll also be supporting our patrols ensuring that contact is responded to in a timely fashion, and ensuring that customers are appropriately supported throughout the life cycle of their claim.
This role is critical to the success of our overnight operation. You'll lead performance, develop colleagues, make operational decisions, and ensure resources are deployed effectively throughout the night.
Working Pattern
- 4 on, 4 off shift pattern
- Monday to Sunday
- Weekend and bank holiday working required as part of our 24/7 operation
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What You'll Do
- Lead deployment teams to deliver key rescue and recovery operational KPIs including PAR, JPH, DTR, Contractor Usage, NPS.
- Drive operational performance through effective real-time decision-making, tactical planning and daily operational rhythms.
- Improve the effectiveness of deployment colleagues by increasing productivity, enhancing quality and addressing conflicting behaviours.
- Act as the subject matter expert for people management activities, including performance management, attendance management, disciplinary processes, health and safety, and deployment operations.
- Coach and develop team members to maximise capability, performance and utilisation.
- Build and maintain team capability in line with the operational skills framework.
- Identify opportunities for operational improvement and promote a continuous improvement culture.
- Ensure services are delivered in line with compliance requirements and regulatory standards.
- Manage escalated member and colleague issues, incident reports and compliance actions.
What You'll Need
- Proven experience leading teams and delivering performance through effective people management.
- Customer first focus, experience of leading contact centre teams with preferably but not essential a strong understanding of deployment systems, processes and breakdown products.
- Experience managing underperformance through formal policies and procedures.
- The ability to prioritise effectively and work successfully within a fast-paced, changing environment.
- Strong attention to detail, with the ability to deliver accurate outputs to tight deadlines.
- Resilience, adaptability and a positive approach when working in a pressured environment.
- A good understanding of operational performance metrics and how they influence business outcomes.
- Highly IT literate with ability to quickly get to grips with our deployment systems
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This is a fantastic opportunity for an experienced leader who enjoys developing people, driving operational performance and making a real impact for our customers. As an OOH Deployment Lead, you'll play a key role in ensuring our night operation delivers the service our members expect while supporting and developing high-performing teams across Rescue and Recovery Operations.
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