Hybrid Customer Service Team Lead — Coaching & Growth

Vax; Droitwich Spa; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Monthly Bonus

Private health care

Learning and development platform

Company events (summer social & X)

Pension

Inclusive Culture

Job summary

Vax is seeking a Customer Service Manager to lead a 10–12 person team in a hybrid Contact Centre role with on-site presence in Droitwich. You will coach Advisors, drive performance, and ensure delivery of exceptional customer experiences. This validated, award-winning team values collaboration and continuous improvement.

You will manage KPIs, conduct QA, and support day-to-day operations while maintaining high standards of service and customer satisfaction.

Qualifications

• 2+ years in a fast-paced contact centre environment preferred.
• Strong coaching and people development skills.
• Ability to use dashboards/reports to drive performance.
• Clear communication and team alignment with business goals.
• Proven track record of meeting/exceeding targets.

Responsibilities

• Lead a team of 10–12 Customer Service Advisors to deliver exceptional customer experiences.
• Coach, develop and inspire the team to a high-performance culture.
• Own team KPIs including quality, CSAT, adherence and revenue targets.
• Conduct QA reviews and provide timely feedback to improve service delivery.
• Manage attendance, conduct, performance improvement plans and wellbeing support.
• Escalate and resolve customer inquiries as needed.

Skills

Coaching

People management

Performance analysis

Customer service excellence

Communication

Tools

CRM systems

Contact centre software

MS Excel

Job description

Vax is seeking a Customer Service Manager to lead a 10–12 person team in a hybrid Contact Centre role with on-site presence in Droitwich. You will coach Advisors, drive performance, and ensure delivery of exceptional customer experiences. This validated, award-winning team values collaboration and continuous improvement.

You will manage KPIs, conduct QA, and support day-to-day operations while maintaining high standards of service and customer satisfaction.