Hybrid Customer Service Team Manager – Coaching & KPIs

Techtronic Industries; Droitwich Spa; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Monthly Bonus

Private health care

Learning and development platform

Company events

Pension

Inclusive Culture

Equal Opportunities and Right to Work

Job summary

Vax, a long-standing consumer brand, is seeking an experienced Customer Service Manager for its award-winning contact centre. You will lead a 10–12 strong team, providing operational support, coaching and development to deliver personalised customer solutions and high-performance service.

The role is hybrid with at least one on-site day weekly at the Droitwich centre. You will drive KPI ownership, coach senior advisors and escalate issues when needed while maintaining a customer-first culture.

Qualifications

• Minimum 2 years' experience in a fast-paced contact centre environment.
• Strong coaching, people management and development skills.
• Experience using reporting and dashboards to identify performance opportunities and improve results.
• Ability to build trust, clear communication and team alignment with business objectives.
• Passion for delivering outstanding customer experiences and matching customer needs to solutions.

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

Performance reporting

Communication

Target achievement

Problem solving

Job description

Vax, a long-standing consumer brand, is seeking an experienced Customer Service Manager for its award-winning contact centre. You will lead a 10–12 strong team, providing operational support, coaching and development to deliver personalised customer solutions and high-performance service.

The role is hybrid with at least one on-site day weekly at the Droitwich centre. You will drive KPI ownership, coach senior advisors and escalate issues when needed while maintaining a customer-first culture.