Hybrid Customer Service Team Lead | Coaching & KPIs

Ttigroup; Droitwich Spa; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Monthly Bonus

Private health care

Learning and development platform

Company events

Pension

Inclusive culture

Job summary

Vax in Droitwich Spa is hiring a Team Manager for our contact centre. You will lead a team of 10-12 advisers, coach, develop and inspire high-performance service, and drive customer-centric improvements.

This hybrid role requires minimum 1 day on-site weekly, 40 hours across weekends and weekdays with rotating shifts. You will monitor KPIs, manage attendance and provide escalation support to ensure exceptional CSAT and on-time resolutions.

Qualifications

• Minimum 2 years in a fast-paced contact centre.
• Experience coaching and developing teams.
• Experience using reporting dashboards to improve results.

Responsibilities

• Lead team meetings and share performance updates.
• Coach and develop Advisors to maximise performance.
• Monitor KPIs and drive improvements in service delivery.
• Escalate risks or issues to senior management when required.
• Ensure adherence to shift schedules and staffing plans.

Skills

Coaching

People management

Data dashboards

Customer service

Performance targets

Communication

Problem-solving

Job description

Vax in Droitwich Spa is hiring a Team Manager for our contact centre. You will lead a team of 10-12 advisers, coach, develop and inspire high-performance service, and drive customer-centric improvements.

This hybrid role requires minimum 1 day on-site weekly, 40 hours across weekends and weekdays with rotating shifts. You will monitor KPIs, manage attendance and provide escalation support to ensure exceptional CSAT and on-time resolutions.