Head of Service, Renewals and Retention

RAC; Bristol; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading motoring services provider is seeking a Head of Service, Renewals & Retention to take operational charge of Service & Retention teams across Bristol and Manchester, leading around 200 colleagues. This role combines strategic thinking with hands-on leadership, focusing on improving customer outcomes and driving retention. Candidates should have senior management experience in a contact centre, a strong track record in achieving targets, and financial acumen. This position offers competitive salary and comprehensive benefits.

Benefits

Competitive salary

Free RAC Breakdown Service

25 days annual leave

Pension scheme

24/7 confidential support service

Discount portal access

Qualifications

• Proven experience in leading large contact centre teams in a branded environment.
• Demonstrated success in achieving service and sales targets.
• Strong financial acumen and budget management skills.

Responsibilities

• Lead Service & Retention teams across Bristol and Manchester.
• Deliver customer and operational metrics through effective leadership.
• Design and implement strategic improvement initiatives.

Skills

Senior management experience

Leading large teams

Commercial acumen

Budget management

Knowledge of contact centre technology

Regulatory compliance experience

Job description

About The Role

RAC are looking for a Head of Service, Renewals & Retention to 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 is a pivotal role whereyou’llcombine strategic thinking with hands‑on leadership. You’ll be accountable for delivering all customer, people, and telephony metrics, while designing and implementing operational improvements that make a real difference. From inspiring your teams to achieve outstanding service and retention results, to influencing senior leadership and shaping our retention strategy, your impact will be felt across the organisation.

What makes this role exciting? You’ll have the autonomy to lead transformation projects, improve efficiency, and create a culture where colleagues thrive. You’ll play a key role in delivering RAC’s five‑year plan, ensuring our contact centres remain competitive advantage and a sales channel of choice. With opportunities for career progression, continuous development, and the chance to work in a collaborative, values‑driven environment, this is more than a job — it’s a career with purpose.

If you’re a proven leader with experience in contact centre operations, strong commercial acumen, and a passion for delivering exceptional customer outcomes, we’d love to hear from you.

We offer more than a job. Here at RAC we offer a career with purpose.

As a Head of Service, Renewals & Retention, you’ll get benefits that go the extra mile:

• Earnings That Motivate – competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme.
• Tools to Drive Your Future – free RAC Ultimate Complete Breakdown Service from day one, plus car salary sacrifice scheme (including EV options) after 12 months.
• Time Off That Matters – 25 days annual leave plus bank holidays, paid family leave, and flexible schedules.
• Financial Security & Perks – pension scheme with up to 6.5% matched contributions, life assurance up to 4x salary (10x optional).
• Wellbeing That Works for You – 24/7 confidential support service for you and household members aged 16+.
• Extras That Make a Difference – access Orange Savings discount portal and automatic entry into our Colleague Share Scheme after probation.

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.

We’re Orange Heroes

At the RAC, we never stand still. With a legacy of over 125 years, it’s this restless drive for better that’s earned the trust of over 15 million members and it’s why we’re on a mission to be the UK’s number one motoring services provider.

That commitment to excellence isn’t just felt by our members, it’s echoed by our people too. With a 4.5‑star rating on Glassdoor, our colleagues recognise the RAC as a place where ambition, support and authenticity come together.

We’re all about progress powered by people. As an equal‑opportunity employer, we welcome every background, champion every voice and back your growth every step of the way. At the RAC, individuality fuels innovation and you’re invited to bring your full self to it.