Hybrid CS Team Leader — Coaching & KPIs

Ttigroup; Droitwich Spa; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Monthly Bonus

Private health care

Learning and development platform

Company events

Reward and Recognition program

Pension

Inclusive Culture

Equal Opportunities and Right to Work

Job summary

Vax offers a hybrid Customer Service Manager role in the UK, leading a 10-12 person team within our award-winning Contact Centre. You will coach, develop and inspire the team to deliver personalised customer experiences and achieve key KPIs.

The role requires at least 2 years in a fast-paced contact centre, strong leadership and a data-driven mindset. Expect a structured shift pattern with one on-site day per week and hybrid working arrangements.

Qualifications

• 2+ years in a fast-paced contact centre.
• Strong coaching and people management skills.
• Experience using reporting dashboards to identify performance opportunities.

Responsibilities

• Lead a team of 10-12 Customer Service Advisors.
• Coach, develop and inspire your team to a high-performance culture.
• Take ownership of team KPIs including quality, CSAT, adherence and revenue targets.
• Act as first escalation point for team members and support customer inquiries as required.

Skills

People management

Coaching

Performance analysis

Customer service

Stakeholder communication

Tools

CRM software

Job description

Vax offers a hybrid Customer Service Manager role in the UK, leading a 10-12 person team within our award-winning Contact Centre. You will coach, develop and inspire the team to deliver personalised customer experiences and achieve key KPIs.

The role requires at least 2 years in a fast-paced contact centre, strong leadership and a data-driven mindset. Expect a structured shift pattern with one on-site day per week and hybrid working arrangements.