Head of Service, Renewals and Retention

Head of Service, Renewals & Retention

Location: RAC Bradley Stoke, Bristol and Manchester, England, United Kingdom.

Overview

As Head of Service, Renewals & Retention at RAC, you will take operational responsibility for our Service & Retention teams across Bristol and Manchester, leading around 200 colleagues and driving exceptional outcomes for our customers and our business. This pivotal role combines strategic thinking with hands‑on leadership, requiring accountability for delivering all customer, people, and telephony metrics while designing and implementing operational improvements.

What You’ll Do

• Lead Service & Retention teams across Bristol and Manchester (c.200 colleagues).
• Deliver customer, people, and telephony metrics through strong operational leadership.
• Design and implement strategic improvement initiatives aligned to RAC’s five‑year plan.
• Drive retention strategy across Consumer Operations, including outsourcer partners.
• Manage budgets, people costs, and ensure compliance with regulatory requirements.
• Inspire and develop leaders and colleagues to achieve outstanding service and retention outcomes.
• Represent the contact centre at senior leadership trade reviews.
• Ensure continuous improvement and efficiency gains across all operations.

What You’ll Need

• Senior management experience in a contact centre environment within a branded business.
• Proven success in leading large teams and achieving service and sales targets.
• Strong commercial and financial acumen, including budget management.
• In‑depth knowledge of contact centre technology platforms and operations.
• Experience operating in a regulated environment and ensuring compliance.

Benefits

• Competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme.
• Free RAC Ultimate Complete Breakdown Service from day one, and a car salary sacrifice scheme (including EV options) after 12 months.
• 25 days annual leave plus bank holidays, paid family leave, and flexible schedules.
• Pension scheme with up to 6.5% matched contributions, life assurance up to 4x salary (10x optional).
• 24/7 confidential wellbeing support service for you and household members aged 16+.
• Access to Orange Savings discount portal and automatic entry into our Colleague Share Scheme after probation.

About RAC

RAC has a legacy of over 125 years, serving over 15 million members and aims to be the UK’s number one motoring services provider. We are an equal‑opportunity employer, committed to supporting all backgrounds and driving people‑centric progress.

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