Centre team lead Work, Jobs in Birmingham, Eng (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
10d
Customer Services Operations Manager
Walsall Housing Group —Walsall
- £59,331 - £62,356 a year
- Full-time
- Communication skills
- Negotiation
- Annual leave
6d
People Operations Lead
Serco Group —Solihull
- £40,000 - £45,000 a year
- Full-time
- Hybrid work
- Customer service
- Continuous improvement
- Case management
- Annual leave
- Employee assistance programme
Lead Investigator - Birmingham
Independent Office for Police Conduct —Birmingham
- £37,596 a year
- Hybrid work
- Analysis skills
- Driving
- Communication skills
- Annual leave
- Employee assistance programme
6d
Assistant Team Manager - Turning Point
Walsall Council —Walsall
- £47,181 - £50,269 a year
- Full-time
- Hybrid work
- Supervising experience
- Communication skills
- Flexitime
- Work from home
15h
Director of Customer Operations
Bookings & Reservations Group Ltd —Birmingham
- £65,000 - £105,000 a year
- Full-time
- Hospitality
- Customer service
- Bachelor's degree
- Health & wellbeing programme
- Language training provided
Quick apply
13d
Probation Service Officer - Birmingham
HM Prison & Probation Service —Birmingham
- £20,001 - £40,000 a year
- Full-time
- Hybrid work
- Presentation skills
- Communication skills
- Annual leave
- Employee discount
Admin Team Leader - Maternity Cover
TR Fastenings —Walsall
- Up to £31,750 a year
- Full-time
- Management
- Administrative experience
- Continuous improvement
- Life insurance
- Sick pay
Quick apply
General Manager
Joule's Brewery —Birmingham
- £45,000 - £48,000 a year
- Full-time
- Hospitality
- Management
- Sales
- Annual leave
- Employee assistance programme
Quick apply
9d
Clinical Lead/ Deputy Manager
Active Care Group —Birmingham
- £70,000 - £80,000 a year
- Nursing
- Hospital
- Master's degree
- Employee assistance programme
- Referral programme
Quick apply
13d
Sport Scholarships & Recruitment Coordinator - UoB Sport & Fitness - 107653 - Grade 4
University of Birmingham —Birmingham
- £27,546 - £32,595 a year
- Part-time
- Microsoft Excel
- Microsoft Office
- Administrative experience
- Annual leave
- Sick pay
3d
Tyre Solutions Lead
RAC —Walsall
- £36,400 a year
- Communication skills
Kitchen Leader - Birmingham Airport, Airside-Night Shift
Pret A Manger —Birmingham
- £15.26 an hour
- Part-time
- Driving
- Annual leave
- Employee discount
QA Lead
Correla —Solihull
- £51,000 a year
- Continuous improvement
- Software development
- Agile
- Annual leave
10h
Customer Care Agent (Hybrid)
Perk —Birmingham
- Weekend availability
- Hybrid work
- Bar
- Customer service
- English
- Relocation assistance
- Annual leave
Senior People Business Partner (Commercial Fleet Services)
Halfords —Redditch
- Full-time
- Hybrid work
- Annual leave
- Employee discount
BAC Operations Lead
RAC —Walsall
- Microsoft Office
Trainee Mortgage Advisor
Power Mortgages Ltd —Birmingham
- £25,000 - £50,000 a year
- Full-time
- Basic maths
- No experience needed
- Travel
Quick apply
Regional Support Manager
Healthcare Management Solutions —Birmingham
- £60,000 a year
- Temporary
- Nursing home
- Business development
- Project management
Quick apply
Quality Improvement Leader
The Manufacturing Technology Centre —Coventry
- £50,000 a year
- Full-time
- Continuous improvement
- Mentoring
- Teaching
Quick apply

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Contact Centre Team Manager

Vax Ltd -
Droitwich

Quick apply

Job details

Full-time
Up to £32,000 a year
10 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

centre team lead jobs in birmingham, eng

Contact Centre Team Manager

Customer Services Operations Manager

People Operations Lead

Lead Investigator - Birmingham

Assistant Team Manager - Turning Point

Director of Customer Operations

Probation Service Officer - Birmingham

Admin Team Leader - Maternity Cover

General Manager

Clinical Lead/ Deputy Manager

Sport Scholarships & Recruitment Coordinator - UoB Sport & Fitness - 107653 - Grade 4

Tyre Solutions Lead

Kitchen Leader - Birmingham Airport, Airside-Night Shift

QA Lead

Customer Care Agent (Hybrid)

Senior People Business Partner (Commercial Fleet Services)

BAC Operations Lead

Trainee Mortgage Advisor

Regional Support Manager

Quality Improvement Leader

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