Customer Service Team Leader

Customer Service Team Leader

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

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• Salary: Up to £32,000
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• Hours: 37.5 hours per week, flexible hours between 8am - 8pm across Monday to Sunday
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• Contract: Permanent
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• Location: Norwich - Hybrid (minimum 3 days per week in office)
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• Training: Full-time in office for the initial training period
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• Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
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• 24/7 employee assistance programme with an easily accessible app
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• Family and friends' discounts on services and products
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• Pension scheme with company contribution
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• Free on-site parking
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Key Responsibilities of a Customer Service Team Leader:

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• Team Leadership & Development: Lead, coach, and develop a high-performing team. Set clear expectations, provide structured feedback, and create a positive, customer-focused culture.
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• Operational Management: Oversee day-to-day service delivery, monitor performance, and identify opportunities to improve efficiency, consistency, and customer outcomes.
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• Customer Experience & Escalations: Support the team in delivering empathetic, high-quality service, resolving complex queries, and handling escalated concerns effectively.
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• Sales & Retention Support: Drive strong customer outcomes through service-led selling, identifying opportunities for upselling, cross-selling, and retention.
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• Technology & Systems: Ensure the team uses systems and digital platforms confidently to deliver efficient service and maintain accurate records.
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• Compliance & Reporting: Maintain compliance with internal policies and relevant regulations, while providing clear reporting on performance, service quality, and team activity.
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Key Skills and Experience of a Customer Service Team Leader:

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• Leadership Experience: At least 2 years of experience managing teams in a customer service, contact centre, or operations-focused environment.
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• Customer Focus: Strong commitment to delivering excellent customer experiences and resolving issues efficiently and empathetically.
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• Operational Excellence: Skilled in managing day-to-day operations, improving processes, and achieving performance targets.
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• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with customers, colleagues, and senior stakeholders.
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• Technical Proficiency: Basic Microsoft Office skills and confidence using or learning new systems and platforms.
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• Commercial Awareness: Experience supporting sales, upselling, retention, or performance in a KPI-driven environment would be advantageous.
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• Industry Knowledge: Experience in telecare, healthcare, technology-enabled services, or familiarity with contact centre platforms such as Genesys would be beneficial.
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If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)