RAC
Senior Operations Manager -Motability Contact Centre
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Senior Operations Manager
We're looking for an exceptional Senior Operations Manager to lead our dedicated Motability Contact Centre, a critical operation supporting customers across the UK and one of RAC's largest and most strategically important partnerships.
This role requires a leader with strong experience in fleet or dealer group management and Vehicle Off Road (VOR) operations, with accountability for the successful management of circa 6,000 vehicles off road at any one time. You'll be responsible for ensuring customers are kept mobile through effective management of repairs, hire vehicles, suppliers, and operational processes, while continually driving improved service and commercial outcomes.
As the Senior Operations Manager, you'll have overall responsibility for the performance, service delivery, and continuous improvement of the Motability Contact Centre. You'll lead a team of around 150 colleagues, supported by a strong management structure, fostering a high-performance culture focused on customer outcomes, operational excellence, and colleague engagement.
The successful candidate will bring experience from fleet, automotive, or vehicle operations, alongside a proven ability to use technology, data insights, and digital innovation to optimise performance.
Experience of working with platforms such as Epyx, Digital Inc, or similar systems would be highly advantageous.
This is a full-time role working from our Bescot (Walsall) offices.
We offer more than a job. We offer a career with purpose.
As a Senior Operations Manager at RAC, you’ll get benefits that go the extra mile
- Earnings That Motivate - enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver.
- Tools 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.
- Time Off That Matters - enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.
- Financial 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.
- Wellbeing 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.
- Extras 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’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.
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What You’ll Do
- Lead all contact centre operations, including breakdown support, Vehicle Off Road (VOR), storage, and hire car activity.
- Deliver contractual KPIs, service standards, and commercial targets while maintaining exceptional customer outcomes.
- Embed and optimise a major operational platform and build a market-leading VOR capability that supports RAC's strategic growth plans.
- Develop and inspire high-performing teams, creating a culture of accountability, engagement, and continuous improvement.
- Manage an operational budget of more than £7m annually, ensuring robust financial control and achievement of cost and performance targets.
- Build strong relationships with Motability stakeholders and collaborate effectively across the wider RAC business.
- Leverage digital solutions and innovation to improve productivity, efficiency, and customer experience.
- Own workforce performance, engagement, absence, and attrition outcomes, ensuring teams are motivated, developed, and supported.
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What You’ll Need
- Significant experience leading large-scale contact centre or customer operations teams, ideally in Fleet Management.
- Strong commercial awareness and a proven ability to deliver operational and financial performance.
- Experience managing customer-focused operations in a fast-paced, service-led business.
- Extensive knowledge of contact centre technologies, CRM platforms, telephony systems, and operational processes.
- Demonstrable success in delivering operational transformation and continuous improvement programmes.
- Experience working within a B2B environment and managing senior stakeholder relationships.
- A strong understanding of performance metrics, workforce planning, and operational governance.
- Experience managing performance, employee relations, and people matters in line with company policies and procedures.
Why RAC?
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.
Ready to make a difference? Your next career move starts here.
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