At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive operational success.
- Company: Join a forward-thinking company that values people-first leadership.
- Benefits: Enjoy a competitive salary, flexible hours, and amazing discounts on various services.
- Other info: Hybrid working model with great career development opportunities.
- Why this job: Make a real impact by leading a high-performing team in a supportive environment.
- 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? Lead a high‑performing customer contact centre team that delivers outstanding customer experiences, supports client retention, and provides customers reassurance throughout their journey.
Benefits and Package
- 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 groceries, shopping, 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
- 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
- Leadership Experience: At least 2 years of 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 skills, engaging 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 advantageous.
- Industry Knowledge: Experience in telecare, healthcare, technology‑enabled services, or familiarity with contact centre platforms such as Genesys beneficial.
If you are interested in this position and have the relevant skills and experience, please apply now!
Team Manager in Norwich employer: Red Recruitment
Join a dynamic team in Norwich where your leadership can shine as you manage a high-performing customer contact centre. We prioritise a people-first culture, offering flexible working hours, comprehensive training, and a range of employee benefits including discounts and a pension scheme, all while fostering an environment that encourages personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager in Norwich
✨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 lookout for a Team Manager role, and who knows? They might just have the perfect lead for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, especially their approach to customer service. We want you to shine when discussing how you can lead a high-performing team and drive exceptional customer experiences.
✨Tip Number 3
Show off your leadership skills! During interviews, share specific examples of how you've developed teams and improved operational efficiency. This is your chance to demonstrate that people-first approach we all love.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can help us deliver outstanding customer experiences.
We think you need these skills to ace Team Manager in Norwich
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 resolved complex queries or improved customer outcomes – we love hearing about your successes!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and structure your thoughts logically. This will help us understand your qualifications and experiences without any confusion.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Red Recruitment
✨Know Your Leadership Style
Before the interview, take some time to reflect on your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led teams in the past, focusing on your approach to coaching and developing team members.
✨Showcase Customer-Centric Examples
Prepare to discuss instances where you delivered exceptional customer service or resolved complex issues. Highlight your ability to empathise with customers and how you’ve driven positive outcomes, as this role is all about creating outstanding customer experiences.
✨Demonstrate Operational Savvy
Brush up on your knowledge of operational management and be prepared to talk about how you've improved processes in previous roles. Think of specific metrics or KPIs you've achieved and how they contributed to overall team performance.
✨Familiarise Yourself with Relevant Technologies
Since the role involves using various systems and platforms, make sure you're comfortable discussing any relevant technology you've used. If you have experience with contact centre platforms like Genesys, be sure to mention it, as it could give you an edge in the interview.
