Customer Service Team Leader

Customer Service Team Leader

Red Recruitment are recruiting a motivated Customer Service Team Leader to lead a high-performing team that delivers outstanding customer experiences, supports client retention, and helps customers feel informed, reassured, and well supported throughout their journey.

• Salary:
  Up to £32,000
• Hours:
  
  37.5 hours per week, flexible hours between 8am - 8pm across Monday to Sunday
• Contract:
  
  Permanent
• Location:
  
  Norwich - Hybrid (minimum 3 days per week in office)
• Training:
  Full-time in office for the initial training period
• 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 services and products
• Pension scheme with company contribution
• Free on-site parking

• Team Leadership & Development:
  Lead, coach, and develop a high-performing team. Set clear expectations, provide structured feedback, and create a positive, customer-focused culture.
• Operational Management:
  Oversee day-to-day service delivery, monitor performance, and identify opportunities to improve efficiency, consistency, and customer outcomes.
• Customer Experience & Escalations:
  Support the team in delivering empathetic, high-quality service, resolving complex queries, and handling escalated concerns effectively.
• Sales & Retention Support:
  Drive strong customer outcomes through service-led selling, identifying opportunities for upselling, cross-selling, and retention.
• Technology & Systems:
  Ensure the team uses systems and digital platforms confidently to deliver efficient service and maintain accurate records.
• Compliance & Reporting:
  Maintain compliance with internal policies and relevant regulations, while providing clear reporting on performance, service quality, and team activity.

• Leadership
  
  Experience:
  
  At least 2 years of experience managing teams in a customer service, contact centre, or operations-focused environment.
• Customer Focus:
  Strong commitment to delivering excellent customer experiences and resolving issues efficiently and empathetically.
• Operational Excellence:
  Skilled in managing day-to-day operations, improving processes, and achieving performance targets.
• Communication:
  Excellent verbal and written communication skills, with the ability to engage effectively with customers, colleagues, and senior stakeholders.
• Technical Proficiency:
  Basic Microsoft Office skills and confidence using or learning new systems and platforms.
• Commercial Awareness:
  Experience supporting sales, upselling, retention, or performance in a KPI-driven environment would be advantageous.
• Industry Knowledge:
  Experience in telecare, healthcare, technology-enabled services, or familiarity with contact centre platforms such as Genesys would be beneficial.