Contractor Performance Manager

RAC are looking for a Contractor Performance Manager to join the Roadside Contractors UK & Ireland team based on a 6-Month Secondment.

This is a hybrid role working Monday - Friday (including occasional weekend work) reporting to the Senior Contractor Manager. You'll be responsible for overseeing the performance and development of RAC contractors, ensuring effective service delivery across all vehicle types. This will be across our offices in Bescot and The Vic

As the Contractor Performance Manager, you will be accountable for managing all contractor-booked vehicles in storage across Group Operations, ensuring the following responsibilities are met:

• Develop and maintain a capable, scalable contractor network aligned with operational demands and strategic roadside support initiatives
• Manage daily contractor performance, taking corrective actions where needed.
• Establish and maintain open lines of communication to ensure mutual understanding of expectations, performance standards, and business priorities.
• Actively work with the network to reduce customer complaints.
• Ensure timely investigation and resolution of any service issues or complaints.
  
  

What You'll Do...

• Effectively manage the RAC UK Roadside Contractor Network to ensure the delivery of RAC Rescue roadside services to members.
• Establish and maintain strong relationships with contractors to influence performance and drive the best outcomes for RAC
• Maintain accurate and up-to-date records for all contractors within the RAC Contractor Network.
• Handle issue resolution, disciplinary actions, and performance reviews.
• Support the Customer Care team with the resolution of escalated complaints related to contractor service.
• Assist the Contractor Payment Team in resolving escalated payment queries.
• Provide timely support and information to internal and external stakeholders for any contractor-attended breakdowns.
  
  

What You'll Need...

• Strong ability to interpret, analyse, and respond to performance and operational data.
• Proficient in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Excellent communication and interpersonal skills, with the ability to engage and influence a range of stakeholders.
• Strong problem-solving abilities and a keen eye for detail.
• Capable of identifying opportunities for process improvement and operational efficiency, and clearly articulating actionable recommendations.
• Demonstrated office-based management experience in a fast-paced operational environment.
• Proven ability to build and maintain effective relationships with third-party service providers, with the capability to influence and drive optimal outcomes.
• Background in an operationally intensive, customer-focused business, where high-quality service delivery is critical.
• Experience in managing services that directly impact brand reputation, with a strong understanding of the link between service performance and brand strength.
• Strong planning and organisational skills, with a consistent track record of delivering against set plans and objectives.
• Good numerical and analytical ability, with competence in interpreting performance data to inform decisions.
• Flexibility to work outside core hours as needed to support RAC Group operations during peak periods or operational demands.
• Willingness and availability to participate in on-call duties during weekends and bank holidays to ensure continuity of contractor operations.
  
  

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.
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
• 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.
• FREE onsite parking.
  
  

Need to exhibit behaviours consistent with RAC core values:

• Handle it Together
• Exceptional Service
• Raise The Bar
• Own It
  
  

If this role fits your skillsets, go ahead and apply now!

Together we are all #OrangeHeroes

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.