Contact Centre Manager

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.

The Contact Centre Manager will lead an experienced group of team managers and agents (50+) and manage the day-to-day delivery of all service levels. You will monitor real-time queues and KPIs, ensuring the team hits targets for First Contact Resolution (FCR), CSAT, and AHT, while maintaining a drive for the best customer outcomes.

The role also includes:

• Resource & Shift Management: Own the tactical headcount. You are responsible for absence and holiday management, ensuring coverage remains optimal.
• Policy Guardrails & Exceptions: Act as the operational lead for policy adherence. You will manage and audit specific workflows around Warranty claims and Free of Charge (FOC) gestures.
• Sales through Service Culture: Turn every service interaction into a commercial opportunity. You will coach the team to identify customer needs that drive revenue.
• Training & Comms Delivery: Ensure the floor is never "in the dark." You are responsible for the rollout of all training, process updates, and business communications, ensuring every advisor has the knowledge and tools (UX) to resolve queries efficiently.
• Data-Driven Root Cause Analysis: Use daily performance data to identify trends in product issues or contact drivers.
• Management Team Development: Focus on the "bench strength" of your Team Leaders. You will provide consistent coaching via THRIVE principles.
• Escalation & Friction Reduction: Serve as the ultimate point of contact for complex issues.

The Contact Centre Manager is the "Engine Room" leader. Your priority is the daily heartbeat of the operation: performance, people, and policy. The position needs strong leadership skills with the ability to motivate and inspire a team.

What we’re looking for:

• Excellent people management skills, including the ability to recruit, train and develop customer service team leaders and members of the wider team.
• Demonstrated ability to set clear performance expectations, provide constructive feedback and manage performance related issues.
• As a key member of the Customer Service Management Team, you will actively participate in discussions and planning sessions.
• Your role will involve providing valuable input on Customer Service goals, and how they align with the company's broader commercial objectives.
• Customer Service Innovation: You will be encouraged to work closely with the Head of Customer Digital & Experience to drive innovation within the customer ecosystem, exploring new technologies, best practices, and methodologies to continually improve service levels and customer satisfaction.

Success Criteria:

• Service Level Agreement (SLA) & FCR %
• Sales Conversion & Up-sell Revenue
• Shrinkage Management (Absence & Holiday levels)
• Warranty/FOC Budget Adherence
• Advisor Speed to Competency (Training effectiveness)

Values:

• 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.