Customer Service Team Leader

Red Recruitment; Norwich; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Salary up to £32,000

Hybrid (Norwich) 3 days in office

Initial training in office

Pension scheme

Free on-site parking

Employee assistance programme

Discounts on groceries, holidays, and

Job summary

Red Recruitment is seeking a Customer Service Team Leader in Norwich to guide a high-performing team, ensuring outstanding customer experiences and client retention. You will lead in a hybrid role with initial in-office training and 3 days per week on-site.

The role emphasizes coaching, performance management, and selling through service excellence, with a salary up to £32,000 and a range of benefits including pension and parking.

Qualifications

• At least 2 years of experience managing teams in a customer service or contact centre role.
• Strong customer-centric approach with ability to resolve issues empathetically.
• Proven track record in delivering service targets and improving processes.

Responsibilities

• Lead, coach, and develop a high-performing customer service team.
• Oversee day-to-day service delivery and drive efficiency and quality.
• Support handling of escalations with empathy and effective resolution.
• Drive service-led sales, upsell and retention opportunities.
• Ensure teams use systems and maintain accurate records.
• Provide reporting on performance and activity to management.

Skills

Leadership

Customer focus

Ops excellence

Communication

Tech skills

Commercial awareness

Industry knowledge

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.