At a Glance
- Tasks: Lead and develop a high-performing customer service team to deliver exceptional experiences.
- Company: Join a dynamic recruitment agency focused on people-first leadership.
- Benefits: Up to £32,000 salary, flexible hours, discounts, and a supportive work environment.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: 2+ years of leadership experience in customer service or operations.
The predicted salary is between 32000 - 32000 € per year.
Are you a people-first leader with a passion for delivering exceptional service while driving strong operational and commercial outcomes? Red Recruitment are recruiting a motivated Customer Contact Centre Team Manager 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 Team Manager:
- 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 Team Manager:
- 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 Team Manager:
- 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!
Team Manager in Bowthorpe employer: Red Recruitment
Red Recruitment is an exceptional employer that prioritises a people-first approach, fostering a supportive and dynamic work culture in Norwich. With flexible working hours, comprehensive training, and a range of employee benefits including discounts and a pension scheme, we are committed to the growth and well-being of our team members. Join us to lead a high-performing team dedicated to delivering outstanding customer experiences while enjoying a fulfilling career with ample opportunities for personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager in Bowthorpe
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Team Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and customer service. We recommend doing mock interviews with friends or family to build your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've led teams, improved processes, or enhanced customer experiences. This will help you stand out as a candidate who can deliver operational excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Team Manager in Bowthorpe
Some tips for your application 🫡
Show Your Leadership Skills:Make sure to highlight your leadership experience in your application. We want to see how you've successfully managed teams and created a positive culture, so share specific examples that demonstrate your people-first approach.
Focus on Customer Experience:Since this role is all about delivering exceptional service, emphasise your commitment to customer satisfaction. Tell us about times when you went above and beyond to resolve issues or improve customer experiences.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences without unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Red Recruitment
✨Know Your Team Leadership Style
Before the interview, think about your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led a team in the past, focusing on coaching and developing team members.
✨Showcase Your Customer Focus
Prepare to discuss your approach to delivering exceptional customer service. Think of instances where you resolved complex queries or handled escalated concerns effectively, and be ready to explain how you ensure a positive customer experience.
✨Demonstrate Operational Excellence
Familiarise yourself with operational management principles. Be prepared to talk about how you've improved processes in previous roles and how you monitor performance to achieve targets. Highlight any experience you have with KPIs.
✨Brush Up on Technical Skills
Since the role involves using various systems and platforms, make sure you're comfortable discussing your technical proficiency. If you have experience with contact centre platforms like Genesys, mention it, and be open about your willingness to learn new technologies.
