Preference & Assessment Pack – RAC Operations

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RAC Operations Job Profile

Job Title Patrol Team Manager Band RAC 6 Location Field Based

Department & Function Purpose

Roadside Delivery RAC Operations To lead, motivate and coach a team of patrols to deliver the highest

levels of customer service and efficiency To focus on the development of individuals to achieve the Business

objectives and the requirements of our customers in an highly competitive industry with high customer expectations.

To carry out the duties of a service patrol during high periods of

demand, leading from the front and to help improve the way that the work is carried out.

To operate within the Systems Thinking methodology, and manage

your own time effectively to ensure you complete the requirements of the role.

FSA compliant role Reports To

Service Delivery Manager Inputs

Key Competencies Level Required Date August 2012 - Leadership 3 - Commercial Awareness 2 - Customer Focus 3 - Judgment & Decision Making 3

- Achievement Drive 3 - Developing Self and Others 3

- Interpersonal and Influencing Skills 3 .

RAC Operations

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Background & Knowledge

Essential Previously held a Service Patrol Position Experience of leading and supporting a team in a customer facing environment.

Proven ability to problem solve, considering the wider commercial implications of decisions made

Ability to develop sound business relationships at all levels

Reporting Lines SDM

Dimensions

Breadth & Depth of Job

Responsible for a team of circa 18 – 24 patrols

Responsible for service to circa X customers per annum, budget responsibility for resource cost of £1m, revenue plan of Y and achieving cost per SB / revenue per SB Ensure the best outcome for the customers

Internal Contacts

- Breakdown Assistance Centre - Customer Solutions Centre - Resourcing - Health & Safety - Training - Technical

External Contacts - Customers - Contractors - Euro Car Parts and preferred suppliers in area

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Outputs

Key Accountabilities

Lead and coach a Patrol Team, ensuring the delivery of service in line with agreed performance levels focusing on the optimum performance of the team in line with business requirements To manage Patrols, ensuring their continued development by identifying training and development needs and determining effective solutions. Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognising the contributions of individuals. Raise areas of concern affecting their patrols performance and service to our customers to the appropriate channels,

Ensure adherence to company processes and procedures to support and enhance the teams effectiveness in delivering service, including Health and Safety compliance

Carry out investigation and disciplinary hearings when necessary Rostered to carry out service patrol duties as our customers require, including peak demand, holidays and return to work days (circa 13 weeks a year), plus discretionary additional weekend and rest day working (overtime paid).

Signature

..................................................................................................... Head of Roadside Delivery Date