Job Description

About us

At IAM RoadSmart we make better drivers and riders. As the UK's largest independent road safety charity, formed in 1956, we've spent more than 60 years making our roads safer by improving driver and rider skills through coaching and education.

Our qualified experts, our network of over 70,000 members and 164 local groups are our lifeblood. They champion our cause and help drive our vision - to be the best, most recognised provider of coaching and advice for all post-licence drivers and riders, and to help make our roads safer for all.

About the role

People Management

Lead and support the Customer Experience Charity team, managing performance and behaviours in line with charity policies. Coach and develop team members through regular feedback and performance reviews to build a motivated, high-performing team. Foster a culture of continuous improvement, encouraging service enhancements and revenue-generating ideas. Ensure effective communication across the team to support informed, SMART working. Deliver tailored inductions in collaboration with People and Culture. Support team members handling complex complaints and act as the first escalation point. Collaborate on training plans with senior leadership and commercial leads.

Planning, Monitoring & Reporting

Develop and monitor KPIs, SLAs, and meaningful metrics to drive performance and customer satisfaction. Support growth initiatives by aligning team and system capabilities with new developments. Conduct quality checks and address underperformance with constructive action plans. Manage team workload, resources, and step in during peak periods to maintain service levels. Maintain up-to-date and user-friendly team policies, procedures, and templates. Ensure compliance with ISO 9001 standards across the team.

Additional Responsibilities

Oversee administrative duties and assist with operations as needed. Support cross-functional collaboration and cover within the commercial team during peak times.

About you

Experience

Proven track record in leading, coaching, and developing high-performing customer service teams. Strong background in managing complex and varied workloads with effective planning and oversight. Skilled in data analysis and producing insightful management reports. Experience with CRM systems and direct debit processes for smooth member payment operations. Proficient in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.

Skills

Strong team player with excellent interpersonal and leadership skills. Clear and adaptable communicator, both written and verbal, aligned with brand tone and guidelines. Highly organised, with the ability to prioritise and deliver under pressure. Proactive and solutions-focused, with a positive, 'can do' attitude. Driven to identify opportunities for continuous improvement. Committed to delivering exceptional customer service and meeting customer needs.

Why Join IAM RoadSmart?

A chance to make a tangible impact on road safety. A collaborative, mission-driven team environment. Opportunities for personal and professional development. Competitive salary and benefits package. Flexible working arrangements.
IAM RoadSmart is an equal opportunities employer

Job Types: Full-time, Permanent

Pay: 36,000.00-38,000.00 per year

Benefits:

Company pension Cycle to work scheme Free parking Health & wellbeing programme On-site parking Sick pay Transport links Work from home
Schedule:

Monday to Friday
Application question(s):

Can you reliably commute to Welwyn Garden City 2 days a week?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Welwyn Garden City