Customer Service Team Leader
Red Recruitment · Bowthorpe, England ·
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. Com...