Hybrid Customer Service Team Lead

ttiemea; Droitwich Spa; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Monthly Bonus

Private health care

Learning and development platform

Company events

Pension

Inclusive Culture

Job summary

Vax is seeking an experienced Customer Service Manager to lead a 10-12 strong team in a hybrid Contact Centre role. You will coach, develop and inspire Advisors, driving a high-performance culture focused on understanding customer needs and delivering personalised solutions.

The role requires a minimum of 2 years in a fast-paced contact centre, with a track record of meeting targets and delivering excellent customer experiences.

Qualifications

• Minimum 2 years' experience in a fast-paced contact centre.
• Strong coaching and people management skills with handling challenging conversations.
• Experience using reporting and dashboards to identify performance opportunities.
• Ability to build trust, clear communication and team alignment with business objectives.
• Passion for delivering outstanding customer experiences and matching customer needs to solutions.
• Proven track record of achieving and exceeding targets and performance objectives.
• Strong problem-solving skills with a proactive approach to supporting teams.
• Ability to recognise and celebrate success while maintaining accountability for performance.
• Confidence in identifying and escalating risks or issues to senior management when required.

Responsibilities

• Recognise and celebrate individual and team success, promoting a high-performance, high-reward environment.
• Lead engaging team meetings, sharing business updates and performance results.
• Deliver regular coaching, feedback and development to maximise team performance.
• Conduct QA reviews and provide timely, constructive feedback to improve customer service delivery.
• Take ownership of team KPIs, including quality, CSAT, adherence, revenue targets and overall performance metrics.
• Drive continuous improvement through performance analysis.
• Ensure advisors adhere to schedules to maximise service availability and customer support.
• Monitor live queues and work with Contact Centre leadership to minimise customer delays.
• Manage employee relations matters, including attendance, conduct, performance improvement plans and wellbeing support.
• Act as the first escalation point for team members and support customer enquiries where required.

Skills

Coaching

People management

Team development

Performance analysis

Reporting dashboards

Customer experience

Target achievement

Problem solving

Risk escalation

Job description

Vax is seeking an experienced Customer Service Manager to lead a 10-12 strong team in a hybrid Contact Centre role. You will coach, develop and inspire Advisors, driving a high-performance culture focused on understanding customer needs and delivering personalised solutions.

The role requires a minimum of 2 years in a fast-paced contact centre, with a track record of meeting targets and delivering excellent customer experiences.