Customer Service Team Leader

Customer Service Team Leader

Are you ready to guide a dynamic customer services team delivering critical support at the heart of modern telecare?

Red Recruitment is recruiting an experienced Customer Services Team Manager to champion service excellence, motivate a high‑performing team, and ensure every client interaction is handled with empathy, efficiency, and professionalism.

When you're a people‑first leader who thrives in a fast‑paced, tech‑enabled environment, this is your opportunity to make a real impact. The ideal candidate will bring a blend of operational expertise, technological insight, and a people‑first mindset.

• Salary: up to £32,000 per annum, DOE plus monthly PRP
• Hours:
  
  37.5 hours per week, flexible hours between 8am‑8pm across Monday to Sunday
• Contract Type:
  Permanent
• Location:
  
  Norwich – Hybrid (minimum 3 days per week in the office)
• Training:
  Full time in office for initial period
• 248 hours holiday. This includes bank holidays that you will work if rota'd
• Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app
• Family and friends' discounts on our services & products
• Pension Scheme, up to 3% Company matched
• Free on‑site parking

• Team Leadership & Development:
  Inspire, coach, and support a collaborative team; set clear expectations; and enable personal and professional growth through regular feedback, coaching, and training.
• Operational Excellence:
  Drive efficient service delivery, monitor KPIs and quality metrics, manage workflows, and ensure consistent adherence to operational standards and best practices.
• Client Satisfaction & Complaint Resolution:
  Champion positive client experiences by ensuring all interactions are empathetic, timely, and professional. Lead the resolution of complaints and complex queries, using feedback to identify improvements and prevent recurrence.
• Technology Integration:
  Oversee digital systems and platforms, support updates or changes.
• Compliance & Reporting:
  Ensure full compliance with regulatory requirements, safeguarding standards, and internal policies. Produce clear, insightful reports for senior leadership to support continuous improvement.
• Client Retention & Relationship Care:
  Strengthen client trust and loyalty by ensuring consistent service quality and acting on client feedback to enhance the overall experience.

• Leadership
  
  Experience:
  
  Proven track record of managing teams in customer service or operations‑focused settings.
• Operational Excellence:
  Skilled in overseeing day‑to‑day operations, driving performance improvements, and achieving business goals.
• Customer Focus:
  Strong commitment to customer satisfaction, with the ability to resolve issues efficiently and empathetically.
• Communication:
  Excellent verbal and written communication skills, capable of engaging effectively with clients, staff, and senior stakeholders.
• Technical Proficiency:
  Basic proficiency in Microsoft Office.
• Team Management:
  Ability to motivate, develop, and manage a diverse team.

If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)