Centre team lead Work, Jobs in Worcester, 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
10d
1st Line Team Leader
Commercial —Cheltenham
- £30,000 - £38,000 a year
- Full-time
- Hybrid work
- Azure
- Management
- Customer service
- Work from home
- Employee assistance programme
Quick apply
Third in Charge - £1000 Welcome Perk
The Old Station Nursery - Little Oaks —Malvern
- £29,952 a year
- 8 hour shift
- Employee discount
- Referral programme
Quick apply
Head of Community Wellbeing - Full Time - Malvern Hills
Freedom Leisure —Worcester
- Up to £46,000 a year
- Full-time
- Analysis skills
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
13d
Deputy Nursery Manager - £1000 Welcome Perk
The Old Station Nursery - Little Oaks —Malvern
- Up to £32,136 a year
- Full-time
- Leadership
- Employee discount
- Referral programme
Quick apply
Shift Lead - Days
Livity Life —Worcester
- £27,500 - £28,000 a year
- Day shift
- Microsoft Excel
- Microsoft Office
- Administrative experience
- Employee discount
Quick apply
Centre Manager - Evesham
HiQ Tyres and Autocare —Evesham
- Full-time
- Management
- Project management
- Leadership
- Referral programme
- Sick pay
Quick apply
7d
Patient Experience Lead - Quality and Governance Specialist
Spire Healthcare —Worcester
- £19,800 a year
- Part-time
- Microsoft Office
- IT
- Communication skills
- Free parking
- Annual leave
14d
Innovation Lead
Plexal —Cheltenham
- £65,000 - £80,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Mentoring
13d
Head of Branch Support
Helping Hands —Alcester
- Up to £75,000 a year
- Hybrid work
- Customer service
- Leadership
- Communication skills
Quick apply
Neurodevelopmental Service Lead (Adult ASD Service)
Worcestershire Workforce —Redditch
- £62,321 - £69,500 a year
- Part-time
- Psychology
- In-person
- Leadership
- Free parking
Quick apply
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
Senior Project Manager
Equans —Worcester
- Full-time
- Engineering
- Master's degree
- Project management
- Annual leave
- Employee assistance programme
Hazmat Trainer
Tactical Hazmat —Cheltenham
- £36,000 - £50,000 a year
- Full-time
- Laboratory experience
- English
- Microsoft Office
- Free parking
Quick apply
Community Payback Supervisor - Worcester
HM Prison & Probation Service —Worcester
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Driving
- Annual leave
- Employee discount
8d
Trainee Forensic Psychologist
Meadows Psychology Service —Birmingham
- £37,000 - £40,000 a year
- Full-time
- Doctoral degree
- Master's degree
- Psychology
- Sick pay
Quick apply
7d
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
Contact Centre Senior Coordinator
Livity Life —Worcester
- £29,536 - £29,537 a year
- Rotating shift
- Computer literacy
Quick apply
Care Team Leader Nights
Whitegates Care Home —Bromyard
- £15 an hour
- Weekend availability
- Supervising experience
- In-person
- Care plans
Quick apply
Regional Support Manager
Healthcare Management Solutions —Birmingham
- £60,000 a year
- Temporary
- Nursing home
- Business development
- Project management
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 worcester, wor

Contact Centre Team Manager

1st Line Team Leader

Third in Charge - £1000 Welcome Perk

Head of Community Wellbeing - Full Time - Malvern Hills

Deputy Nursery Manager - £1000 Welcome Perk

Shift Lead - Days

Centre Manager - Evesham

Patient Experience Lead - Quality and Governance Specialist

Innovation Lead

Head of Branch Support

Neurodevelopmental Service Lead (Adult ASD Service)

Lead Investigator - Birmingham

Senior Project Manager

Hazmat Trainer

Community Payback Supervisor - Worcester

Trainee Forensic Psychologist

People Operations Lead

Contact Centre Senior Coordinator

Care Team Leader Nights

Regional Support Manager

I want to receive the latest job alerts for centre team lead in worcester, wor

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