Hybrid Customer Service Team Lead — Elevate Customer Experience

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

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.