At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and drive performance.
- Company: Join Vax, a forward-thinking brand focused on innovation and customer satisfaction.
- Benefits: Enjoy monthly bonuses, private healthcare, and exciting company events.
- Other info: Hybrid role with flexible working hours and excellent career development opportunities.
- Why this job: Be part of a supportive culture that values collaboration and personal growth.
- Qualifications: 2+ years in a fast-paced contact centre with strong coaching and management skills.
The predicted salary is between 26100 - 31900 £ per year.
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.
Vax has forged its reputation as a brand that focuses on the needs of its customers.
Our culture of innovation is at the heart of everything we do and we work hard to constantly think of new ways to improve our products, ensuring that we deliver premium quality products for our customers.
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 better when each of us feels included and respected for who we are and what we contribute.
Energy – We are positive thinkers, excited about what we do.
Team Manager in Droitwich employer: TTI
Techtronic Industries (TTI) is an exceptional employer that fosters a high-performance culture, encouraging innovation and collaboration among its 50,000 employees worldwide. As a Security & Network Engineer, you will benefit from a supportive environment that prioritises professional growth and mentorship, while working on cutting-edge technology in a dynamic industry. With a commitment to employee development and a focus on creating a 'secure by default' culture, TTI offers a unique opportunity to make a meaningful impact in a rapidly evolving field.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager in Droitwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TTI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TTI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Manager in Droitwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TTI:Your cover letter is your chance to shine! Tell us why you want to work at TTI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TTI!
How to prepare for a job interview at TTI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
