Customer Service Team Leader: Inspire, Coach & Deliver

Designer Contracts; Norwich; On-site; GBP 28,000 - 36,000; Full time

Job summary

Designer Contracts in Norwich seeks a proactive Customer Service Team Leader to guide a skilled team and drive the highest service standards. You will oversee day-to-day customer interactions, pricing and quotations, and ensure all policy procedures are followed.

You will coach and develop staff, monitor performance, recruit when needed, and foster clear communication across the business to deliver value to customers and maintain compliance with company requirements.

Qualifications

• Experience leading and managing a customer service team.
• Experience in planning, pricing, and preparing quotations.
• Ability to coach, develop and train staff.
• Proven track record of achieving high customer service standards.

Responsibilities

• Lead and manage a team to achieve high customer service standards.
• Maximise team performance through proactive management and organisation.
• Evaluate and respond to customer service issues over the phone and via emails.
• Ensure that planning, pricing and quotations are accurate, well presented, submitted on time and include pricing criteria and Ts&Cs.
• Ensure best value and savings across the business and compliance with procedures.
• Ensure RFS procedures are followed efficiently.
• Provide customers with current information packs and all relevant Designer Contracts literature.
• Maintain effective communication across the business and with customers.
• Monitor and manage staff performance and ensure the team delivers excellent service.
• Recruit when required and develop staff through coaching and training.

Skills

Leadership

Team management

Coaching staff

Staff training

Recruitment

Communication

Time management

Job description

Designer Contracts in Norwich seeks a proactive Customer Service Team Leader to guide a skilled team and drive the highest service standards. You will oversee day-to-day customer interactions, pricing and quotations, and ensure all policy procedures are followed.

You will coach and develop staff, monitor performance, recruit when needed, and foster clear communication across the business to deliver value to customers and maintain compliance with company requirements.