Job Description:

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

• 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 Customer 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 a Customer Service Team 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.

If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)