SMR Query Manager

RAC • Full-time • Walsall, West Midlands, United Kingdom • 3d ago

About The Role

Are you a creative problem solver? Do you excel in a fast paced environment? RAC has an exciting opportunity for a Query & Reconciliation Manager to join our Service, Maintenance and Repair (SMR) department based at our iconic Bescot office in Walsall.

This is a full-time, permanent position working 40 hours per week, Monday-Friday between 08:00-18:00

The SMR Query Manager will be accountable for certifying each day’s trading activity, at the end of the day – ensuring all jobs have been completed, correctly classified with the correct inputs, and all is ready for end-of-day executive reporting.

Reporting to the Head of SMR Contact Centre, you'll monitor and own the quality of trading activity data (stored in MS Dynamics); ensuring data is accurate and corrected, where required.

To be the best, we want the best! We're looking for individuals with:

Proven track record of influencing others and driving change
A positive and proactive attitude whilst being a self-starter with drive and desire to make an impact upon the business
Proven experience of managing teams to deliver performance
Strong commercial and operational acumen
Can demonstrate the ability to stay focused in a fast-paced environment, with ability to prioritise effectively
Excellent attention to detail, whilst working quickly and accurately to tight deadlines
Tolerance of ambiguity, resilience and patience to work within a pressured environment
A good understanding of business performance metrics within Operations and how they are influenced
Knowledge of MS Dynamics and associated systems would be beneficial

What can we offer in return?

Up to £30,000 per year with annual pay review every January
Annual Bonus Scheme based on company performance
Competitive rewards package
A fantastic career framework, with solid support and a clear plan, allowing everyone to progress within this ever-growing business

What you'll be doing...

Root cause investigation of data
Stakeholder communication
Identifying process and system inefficiencies and improvements leading to fewer daily queries and more accurate trading data
Ensure the Contact Centre and Mobile Mechanic teams understand what the expectations of them are around providing accurate data around the work that we complete
Hold the teams accountable for data entry accuracy, completeness, and timeliness
Ensure we charge for SMR work in line with agreed rates and broader commercial arrangements; identify and own fixing areas where that might not be the case
Identify automation opportunities to improve operational efficiency and deliver better customer and commercial outcome

Benefits and rewards:

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

Eligibility to join our bonus scheme
Holidays - 25 & bank holidays
Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
Family leave support including paid time off, flexibility and resources to help balance work and family commitments
Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household
Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options
FREE RAC Ultimate Complete Breakdown Service from Day One
Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more

When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

Together we are all #OrangeHeroes. Be a part of our journey!

We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.