Customer Services Team Manager

Location: Norfolk (Hybrid Working Available)Hours: 37.5 hours per week, flexible shifts between 08:00–20:00, Monday–Sunday

Our client is seeking an experienced Customer Services Team Manager to lead a busy customer care operation. This is an excellent opportunity for an ambitious people manager who is passionate about delivering outstanding customer experiences, driving operational performance, and supporting the development of a high-performing team.

The successful candidate will be responsible for managing day-to-day service delivery, ensuring customer issues are resolved effectively, and fostering a culture of continuous improvement.

Key Responsibilities

Team Leadership & Development

\n
• Lead, coach and develop a customer service team to achieve individual and team objectives.
\n
• Conduct regular performance reviews, coaching sessions and development plans.
\n
• Motivate employees and create a positive, customer-focused culture.
\n
• Manage performance, attendance and employee engagement.
\n

Operational Management

\n
• Monitor service levels, productivity, quality standards and KPIs.
\n
• Manage workflow and resource planning to ensure efficient service delivery.
\n
• Identify opportunities for process improvement and implement best practices.
\n
• Support business growth through effective operational management.
\n

Customer Experience

\n
• Ensure high levels of customer satisfaction across all interactions.
\n
• Take ownership of escalated customer complaints and complex enquiries.
\n
• Drive service improvements through customer feedback analysis.
\n
• Promote a professional, empathetic and solution-focused approach.
\n

Systems & Technology

\n
• Support the effective use of customer service systems and digital platforms.
\n
• Assist with system improvements, testing and implementation activities.
\n
• Ensure team members are fully trained and confident using operational systems.
\n

Compliance & Reporting

\n
• Maintain compliance with company policies, regulatory requirements and data protection standards.
\n
• Produce regular performance reports and management information.
\n
• Analyse service trends and provide recommendations for improvement.
\n

Essential Requirements

\n
• Previous experience managing a customer service, contact centre or operational team.
\n
• Proven ability to drive performance and achieve operational targets.
\n
• Strong people management and coaching skills.
\n
• Excellent verbal and written communication skills.
\n
• Customer-focused approach with strong problem-solving abilities.
\n
• Competent user of Microsoft Office applications.
\n
• Ability to work in a fast-paced and changing environment.
\n

Desirable Requirements

\n
• Experience within a contact centre environment.
\n
• Experience managing KPI-driven customer service teams.
\n
• Knowledge of workforce planning and performance metrics.
\n
• Experience using contact centre technology platforms.
\n
• Understanding of GDPR and regulatory compliance.
\n
• Exposure to healthcare, telecare or technology-led service environments.
\n
• Experience with Genesys or similar customer engagement platforms.
\n

Benefits

\n
• Competitive salary and bonus scheme.
\n
• Hybrid working arrangement.
\n
• Enhanced annual leave entitlement.
\n
• Pension scheme.
\n
• Employee assistance programme.
\n
• Retail and lifestyle discount schemes.
\n
• Free parking.
\n
• Ongoing training and development opportunities.
\n

Ideal Backgrounds

\n
• Customer Services Team Manager
\n
• Contact Centre Team Manager
\n
• Customer Care Manager
\n
• Service Delivery Team Leader
\n
• Operations Team Manager
\n
• Call Centre Manager
\n