Team 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.

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.

• 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.

• 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.

• 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

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…