At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and drive client retention.
- Company: Join a forward-thinking recruitment agency with a focus on customer service excellence.
- Benefits: Enjoy a competitive salary, flexible hours, discounts, and a supportive work environment.
- Other info: Hybrid working model with opportunities for personal and professional development.
- Why this job: Make a real difference by leading a team that prioritises customer satisfaction and growth.
- Qualifications: 2+ years of leadership experience in customer service or operations.
The predicted salary is between 28800 - 35200 £ per year.
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.
Benefits and Package for a Customer Service Team Leader:
- 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
Key Responsibilities of a Customer Service Team Leader:
- 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.
Key Skills and Experience of a Customer Service Team Leader:
- 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.
If you are interested in this position and have the relevant skills and experience required, please apply now!
Customer Service Team Leader in Norwich employer: Red Recruitment Careers
Join a supportive and dynamic team as a Care Coordinator in Bradley Stoke, Bristol, where your contributions are truly valued. With a focus on employee well-being, we offer excellent benefits including individual development plans, wellness days, and a friendly office environment that fosters collaboration and growth. Experience the satisfaction of making a meaningful impact in healthcare while enjoying perks like staff discounts and a cycle-to-work scheme.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Red Recruitment Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Red Recruitment Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Red Recruitment Careers:Your cover letter is your chance to shine! Tell us why you want to work at Red Recruitment Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Red Recruitment Careers!
How to prepare for a job interview at Red Recruitment Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
