Contact centre team manager Work, Jobs in Malvern, Wor (with Salaries)

Contact Centre Team Manager
Vax Ltd —Droitwich
- Up to £32,000 a year
- Weekend availability
- Hybrid work
- Management
- Customer service
- English
- Free parking
- Work from home
Quick apply
13d
Team Manager, Automotive Contact Centre
Assurant —Mitcheldean
- Full-time
- Organisational skills
- Contracts
- Leadership
6d
Field Agent
Conexus Recovery and Field Services —Gloucester
- £30,853.80 a year
- Full-time
- Travel
- Business
- Communication skills
- Health & wellbeing programme
- Annual leave
Quick apply
11d
Contact Centre Senior Coordinator
Livity Life —Worcester
- £29,536 - £29,537 a year
- Rotating shift
- Computer literacy
Quick apply
Executive Assistant to the Principal and Director of Training for Regents Theological College
Elim Foursquare Gospel Alliance —Malvern
- £15 an hour
- Part-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Free parking
- Health & wellbeing programme
Quick apply
Planning Team Manager - Strategic Development
Tewkesbury —Tewkesbury
- £52,413 - £56,778 a year
- Full-time
- Free parking
- Annual leave
Planning Team Manager - Strategic Development
Tewkesbury Borough Council —Tewkesbury
- £52,413 - £56,778 a year
- Full-time
- Hybrid work
- Free parking
- Annual leave
Customer Liaison Officer
Mears Group —Evesham
- Up to £30,000 a year
- Monday to Friday
- Customer service
- Communication skills
- Annual leave
- Employee discount
Contact Centre Call Handler
Livity Life —Worcester
- £26,523.22 - £26,523.23 a year
- Rotating shift
- Computer literacy
- Microsoft Office
- Administrative experience
Quick apply
Regulation and Enforcement Manager
Gloucestershire County Council —Gloucester
- £59,329 - £68,483 a year
- English
- Communication skills
B2B Client Success Manager
Halfords —Redditch
- Up to £35,000 a year
- Full-time
- Hybrid work
- Contracts
- Annual leave
- Employee discount
Qualified Probation Officer
HM Prison & Probation Service —Hereford
- £30,001 - £50,000 a year
- Full-time
- Hybrid work
- English
- Presentation skills
- Bachelor's degree
- Annual leave
- Employee discount
Transport Commissioning & Allocation Officer
Worcestershire County Council —Warndon
- £29,832 - £31,877 a year
- Full-time
- Hybrid work
- School
- Negotiation
- Annual leave
6d
Technical Support Officer
Gloucestershire County Council —Gloucester
- £30,024 - £32,597 a year
- Hybrid work
- English
- IT
- Communication skills
- Annual leave
- Employee assistance programme
9d
Delivery Team Trainer
Evri —Kidderminster
- £28,000 - £32,000 a year
- Full-time
- Customer service
- Travel
5d
Team Coordinator - Tenant Find
Dwelly —Gloucester
- Travel
- Leadership
- Annual leave
2d
Planning Officer
Wychavon and Malvern Hills District Council —Pershore
- £37,280 - £40,777 a year
- Full-time
- Computer literacy
- Travel
- Communication skills
- Annual leave
- Employee discount
9d
Key Account Manager
Eco2Solar —Droitwich
- Up to £45,000 a year
- Full-time
- Hybrid work
- Annual leave
5d
Therapeutic Practitioner - Fostering
Match Foster Care Ltd —Droitwich
- £38,000 - £55,000 a year
- Weekend availability
- Up to 50% travel
- Bachelor's degree
- Travel
- Free parking
- Annual leave
Quick apply
3d
Customer Services Advisor (Bank)
Nuffield Health —Hereford
- £12.84 an hour
- Full-time
- Hybrid work
- English
- Communication skills
13d

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Contact Centre Team Manager

Vax Ltd -
Droitwich

Quick apply

Job details

Full-time
Up to £32,000 a year
13 days ago

Benefits

Free parking
Company pension
Work from home
Private medical insurance
Employee discount
On-site parking

Qualifications

Management
Customer service
English
Analysis skills
Supervising experience
Leadership

Full job description

Team Manager – Vax Contact Centre of Excellence

(Based one day per week on site – minimum)

We are pleased to share that we are adding to our Customer Excellence Management team at Vax. The Team Manager will be the first point of contact for Customer Service Advisors in the Vax Contact Centre, providing operational support in line with exciting growth plans. At Vax, the customer is at the heart of everything we do, and the Team Manager plays an pivotal role in that ethos.

The Team Manager within our Centre of Excellence will coach, develop and inspire a team of Customer Service Advisors to consistently deliver exceptional customer experiences within our omni-channel contact centre. The Team Manager will drive a high performance culture where each interaction is centred around Knowing Your Customer (KYC), understanding our customer needs and lifestyle requirements, and providing personalised home cleaning solutions.

This individual will ensure we achieve exceptional delivery of our customer service vision with continuous passion and dedication. The Team Manager will understand the balance of customer, commercial and employee objectives and work with the wider Customer Experience team to ensure delivery.

The Team Manager will be accountable for delivering world class customer satisfaction (CSAT), driving employee engagement through a positive approach, and coaching Customer Service Advisors to deliver on individual targets through continuous improvement.

Key Responsibilities

Leadership and Culture

Build a fun, inclusive, and vibrant team culture where advisors feel valued and motivated to deliver outstanding experiences to WOW our customers
Celebrate strong performance with a “high performance, high reward” mindset, celebrating individual and team wins with positive energy
Cultivate a pipeline of future talent by identifying high-potential advisors and nurturing their leadership capabilities.
Facilitate engaging team meetings to share performance and business updates with Customer Service Advisors as part of an ongoing cycle of communication

Coaching & Performance Development

Delivering consistently strong performance within the team through regular and ongoing coaching and feedback, 1-2-1’s, and monitoring of interactions with customers against Vax quality assurance (QA) framework
Deliver feedback through QA observations quickly and effectively in line with Feedback Matrix timelines whilst taking appropriate action to facilitate improvement of customer service delivery
Ensure all direct reports are continuously updated and aware of performance against individual KPI’s and implement actions that drive a culture of continuous improvement
Take full accountability for the team’s overall performance metrics, including quality scores, customer satisfaction (CSAT), and additional revenue generating targets

People Management & Compliance

Ensure that Customer Service Advisors are adherent against allocated work schedules, maximising contact centre availability and supporting customer contact throughout the operational day.
Monitor live queues and work with Contact Centre leadership group to take effective action, minimising customer delays
Manage day-to-day employee relations, including attendance, lateness, conduct, and formal performance improvement plans (PIPs)
Support and champion colleague well-being, ensuring appropriate workplace support is in place, whilst pro-actively applying Vax policy and process

Problem Solving & Continuous Improvement

Initial escalation point of contact for direct reports, ensuring company and operational updates are understood, whilst supporting customer enquiries through individual knowledge and use of knowledge articles
Attend operational meetings, self-development and reviewing of team performance, taking ownership of actions and ensuring implementation both timely and effectively
Approach challenges with a fix-it-now mentality, focusing entirely on solutions rather than dwelling on problems.
Partner closely with the Customer Experience team to identify systemic training gaps and process improvements.

What will you bring?

· At least 2 years of experience in a fast paced contact centre environment

Strong coaching and people development capability, whilst having the ability to own difficult conversations with open and honest feedback
Experience in utilising reporting and dashboards to identify performance improvement opportunities and execute with contact centre agents
Ability to create a team dynamic that is built on trust, clear communication, and aligned to operational and company objectives
Passionate about delivering outstanding customer service experiences through relationship building and aligning “needs” to “solutions”
Proven ability to meet and exceed targets and objectives, keeping the team focused and regularly up to date against performance metrics
Support wider projects within the Customer Experience department, and working with Customer Service Advisors to share feedback into the business to aid further platform and system development
Lead by example through demonstrating Vax THRIVE values consistently and set expectations for others to follow
Have the ability to problem solving pro-actively and intervene when necessary to aid the team in resolving issues
Ensure that team members have the necessary education and training to fulful our commitment to world class service delivery for our customers
Recognise and celebrate team and individual accomplishments, exceptional performance and key successes
Escalate issues or risks as necessary to senior management

This is a hybrid role, with an expectation for a minimum of one day per week working on site in our Customer Experience 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

If this looks like a great career step then please do not hesitate to apply !

Job Type: Full-time

Pay: Up to £32,000.00 per year

Benefits:

Company pension
Employee discount
Free parking
On-site parking
Private medical insurance
Work from home

Experience:

Supervising experience: 2 years (required)
Analysis skills: 1 year (required)
Management: 1 year (required)

Language:

English (required)

Work Location: Hybrid remote in Droitwich WR9 0LW

Quick apply

Refine Your Search

contact centre team manager jobs in malvern, wor

Contact Centre Team Manager

Team Manager, Automotive Contact Centre

Field Agent

Contact Centre Senior Coordinator

Executive Assistant to the Principal and Director of Training for Regents Theological College

Planning Team Manager - Strategic Development

Planning Team Manager - Strategic Development

Customer Liaison Officer

Contact Centre Call Handler

Regulation and Enforcement Manager

B2B Client Success Manager

Qualified Probation Officer

Transport Commissioning & Allocation Officer

Technical Support Officer

Delivery Team Trainer

Team Coordinator - Tenant Find

Planning Officer

Key Account Manager

Therapeutic Practitioner - Fostering

Customer Services Advisor (Bank)

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