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

If 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.

Benefits and Package for a Customer Service Team Leader:

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

Key Responsibilities of a Customer Service Team Leader:

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.

Key Skills and

Experience of a Customer Service Team Leader:

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)