Employment Type: Full-Time/Permanent
Salary: Up-to £45,000 and 10% Bonus
Hours: Monday – Friday
AA Summary
Think the AA is just about roadside assistance? Think again! As one of the UK's most trusted brands, we offer a variety of services to millions of customers. From comprehensive Home and Motor Insurance to tailored Financial Services like Loans and Savings, and exceptional B2B, Consumer, and Business Services, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?
This is the job
To lead, motivate, and inspire a team of police and commercial customer advisors, ensuring our trainers are utilised to their fullest potential while maintaining an optimal cost model.
The commercial planning and bookings team handles the allocation and organisation of customer on-road and workshop training. Meanwhile, the police logistics team plans UKROEd driver awareness courses and assigns police trainers to these sessions.
As an experienced manager, you will prioritise customer satisfaction, develop and lead a high-performing team in a fast-paced, high-volume environment, and play a crucial role in minimising costs to maximise revenue margins. This role involves managing a direct budget of over £2.5 million and overseeing revenue bookings exceeding £40 million.
What will I be doing?
* Effectively managing a revenue stream in excess of £40m.
* Serving as the SME for NDORs queries and a point of escalation for the external governing body UKROEd.
* Responsible for resource forecasting across Drivetech to ensure maximum efficiency and cost savings.
* Owning the development of departmental systems, operational processes, and procedures in line with ISO9001 requirements.
* Delivering best-in-class customer service through a high-performing team that drives first contact resolution and operates on customer-first principles.
* Developing, leading, and motivating a team to achieve all business objectives, including client service levels.
* Supporting the management of the Drivetech P&L through direct liaison with the Police & Logistics Manager, Call Centre Manager, Training Operations Manager, and Finance Analyst.
* Planning and allocating trainers to courses, ensuring strong forward bookings and effective utilisation within a 30-mile radius.
* Ensuring all available revenue is utilised by proactively contacting commercial customers.
* Conducting effective one-on-ones and regular team meetings and engagement sessions.
What do I need?
* Demonstrated success in leading and managing people, with a proven track record of fostering a positive and productive team environment.
* Extensive experience in a similar role, with a strong background in resource or logistic planning and allocation to ensure optimal efficiency and cost-effectiveness.
* Proven experience in corporate account management, adept at handling high-value clients and maintaining strong business relationships.
* Deep passion for delivering exceptional customer service, consistently striving to exceed customer expectations and enhance satisfaction.
* Solid experience in change management, with the ability to gain commitment and drive successful implementation of new processes and initiatives.
* Strong ability to influence others positively, fostering collaboration and achieving buy-in from stakeholders at all levels.
* Skilled in providing effective coaching and development to team members, helping them to reach their full potential and achieve business objectives.
* Keen attention to detail and accuracy, coupled with excellent problem-solving skills to address challenges and find innovative solutions.
Additional Information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
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