Team Manager

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

If you're looking for a progressive and rewarding career and you thrive in a fast-paced, fun and team-orientated environment, then look no further!

Overview of Vax

Our heritage-rich, expert-led business has always had the same goal: to prioritize innovation and to design easy-to-use products that seamlessly integrate into our customers' lives, offering reliable, quick solutions to cleaning homes, whatever the mess.

Hybrid role

Minimum 1 day per week on site.

We have an exciting opportunity for an experienced Customer Service Manager to join our award-winning customer service team leading a team of 10-12 dedicated team members.

Our team at Vax has grown from strength to strength over the last 50 years and we are looking for someone to come and help continue our upward trajectory.

As a Team Manager within the Vax Contact Centre, you'll be the first point of contact for Customer Service Advisors, providing operational support and helping deliver exceptional customer experiences. You'll coach, develop and inspire your team to create a high-performance culture focused on understanding customer needs and delivering personalised solutions.

Key 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.

What You'll Bring

• Minimum 2 years' experience in a fast-paced contact centre environment.
• Strong coaching, people management and development skills, including handling challenging conversations with honesty and professionalism.
• 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.
• 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.

Why work for Vax

• Monthly Bonus
• Private health care
• Learning and development platform
• Company events (summer social & Christmas party) as well as other events throughout the year
• Reward and Recognition program
• Pension
• Inclusive Culture

Equal Opportunities and Right to Work

At Vax we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow.

If you're looking to join a forward-thinking company that values collaboration, innovation, and impact - we'd love to hear from you.

If you require any reasonable adjustments during the recruitment process, please let us know and we will do what we can to support you.

Please note: Applicants must have the legal right to work in the UK at the time of application. We are unable to provide sponsorship for this role.

Working Hours

This is a hybrid role, with an expectation for a minimum of one day per week working on site in our Contact Centre in Droitwich, Worcestershire.

40 hours per week, working Monday to Sunday on a rotational shift pattern with allocated rest days:

Monday to Friday - 8am to 7pm

Saturday and Sunday - 8:30am till 5pm

#LI-JS1 #Vax #hybrid

Vax is made up of people who have a shared understanding of our mission and vision. Our values define who we are and what we stand for;

• Trust - We're experts and everything we do is based on brilliant knowledge.
• Honesty - Our commitment to doing the right means we are always open and transparent.
• Resilience - For decades, we have embraced change and been agile in what we do. We aren't easily discouraged.
• Innovation - We're curious and explore opportunities, innovating to benefit our customers and business.
• Valued - We are bet