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. Contact Centre Team Manager We are pleased to share that we are adding to our Customer Service Management team at Vax. The Team Manager is the first point of contact for the Customer Engagement Executives in the Vax Contact Centre to provide operational support in line with exciting growth plans. The Team Manager will always put the customer first. This individual will ensure we achieve flawless execution of the customer service vision and sales drive through unwavering passion and dedication. Furthermore, the Team Manager must be adept at balancing customer, commercial, and employee objectives and ensuring delivery against strategic and operational objectives. The Team Manager will be responsible for their team’s performance as well as identifying areas of improvement along with action plans to facilitate this through one-to-one feedback, individual coaching, and training interventions. Day-to-day role The team manager role at Vax is about supporting, coaching, and developing the team as well as providing exceptional service to the customer. The day-to-day role includes but is not limited to – Maintaining and improving team performance through coaching, 121’s, quality sampling, and feedback sessions. Daily the point of contact for the team for all operational queries Liaising with other members of the management team, the Team Manager will ensure that their colleagues have the necessary and relevant information to complete their role and they will ensure that department schedules are aligned to achieve daily and weekly sales targets whilst ensuring individual members perform in line with KPI’s. Attending operational meetings, self-development, and reviewing of team performance. Achieve targets in line with the Balance Score Card covering - Best in Class Customer Experience; Call quality, Net Promoter Score and First Call Resolution Operating Efficiencies; Handling Times, Efficiency, Free of Charge %, Replacement % and process adherence, Gross Margin % and Average Selling Price Focus and Sales targets What we need from you At least 2 years of contact centre management experience. Ability to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort Able to communicate to the team with a vision of project objectives Lead by setting a good example (role model) - behaviour consistent with words Coach and help develop team members; helping to resolve dysfunctional behaviour Have a proactive manner to problem-solving Intervene when necessary to aid the group in resolving issues Ensure that the team members have the necessary education and training to effectively contribute to the team Encourage creativity, challenge, and constant improvement Recognize and celebrate team and team member accomplishments and exceptional performance Initiate project teams as appropriate to resolve issues and perform tasks in parallel Ensure deliverables are prepared to satisfy the project requirements, cost and schedule Keep the team focused and on track to hit required KPI’s Escalate issues or risks as necessary to senior management Guide the team based on management direction and business strategy If this looks like a great career step then please do not hesitate to apply Vax Hybrid LI-DM1 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.