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:
Work Location: Hybrid remote in Droitwich WR9 0LW
