Head of Service & Retention - Transform Customer Outcomes

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

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.