Salary: GBP32000 - GBP32000 per annum
Red Recruitment are recruiting a motivatedCustomer Service TeamLeader 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 aCustomer ServiceTeam 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 aCustomer 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 aCustomer ServiceTeam 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.
Customer Service Team Leader in Norwich employer: Red Recruitment
Join a dynamic team at a leading telecommunications provider in Solihull, where your role as an Executive Resolutions Specialist will not only allow you to take ownership of customer complaints but also contribute to a culture of exceptional service and continuous improvement. With a competitive salary, generous holiday allowance, and comprehensive benefits including private medical insurance and ongoing training opportunities, this company prioritises employee well-being and professional growth, making it an excellent employer for those seeking meaningful and rewarding work.
