Full job descriptionLocation: Norfolk (Hybrid Working Available)
Hours: 37.5 hours per week, flexible shifts between 08:00–20:00, Monday–Sunday
Our client is seeking an experienced Customer Services Team Manager to lead a busy customer care operation. This is an excellent opportunity for an ambitious people manager who is passionate about delivering outstanding customer experiences, driving operational performance, and supporting the development of a high-performing team.
The successful candidate will be responsible for managing day-to-day service delivery, ensuring customer issues are resolved effectively, and fostering a culture of continuous improvement.
Key Responsibilities
Team Leadership & Development
*Lead, coach and develop a customer service team to achieve individual and team objectives.
*Conduct regular performance reviews, coaching sessions and development plans.
*Motivate employees and create a positive, customer-focused culture.
*Manage performance, attendance and employee engagement.
Operational Management
*Monitor service levels, productivity, quality standards and KPIs.
*Manage workflow and resource planning to ensure efficient service delivery.
*Identify opportunities for process improvement and implement best practices.
*Support business growth through effective operational management.
Customer Experience
*Ensure high levels of customer satisfaction across all interactions.
*Take ownership of escalated customer complaints and complex enquiries.
*Drive service improvements through customer feedback analysis.
*Promote a professional, empathetic and solution-focused approach.
Systems & Technology
*Support the effective use of customer service systems and digital platforms.
*Assist with system improvements, testing and implementation activities.
*Ensure team members are fully trained and confident using operational systems.
Compliance & Reporting
*Maintain compliance with company policies, regulatory requirements and data protection standards.
*Produce regular performance reports and management information.
*Analyse service trends and provide recommendations for improvement.
Essential Requirements
*Previous experience managing a customer service, contact centre or operational team.
*Proven ability to drive performance and achieve operational targets.
*Strong people management and coaching skills.
*Excellent verbal and written communication skills.
*Customer-focused approach with strong problem-solving abilities.
*Competent user of Microsoft Office applications.
*Ability to work in a fast-paced and changing environment.
Desirable Requirements
*Experience within a contact centre environment.
*Experience managing KPI-driven customer service teams.
*Knowledge of workforce planning and performance metrics.
*Experience using contact centre technology platforms.
*Understanding of GDPR and regulatory compliance.
*Exposure to healthcare, telecare or technology-led service environments.
*Experience with Genesys or similar customer engagement platforms.
Benefits
*Competitive salary and bonus scheme.
*Hybrid working arrangement.
*Enhanced annual leave entitlement.
*Pension scheme.
*Employee assistance programme.
*Retail and lifestyle discount schemes.
*Free parking.
*Ongoing training and development opportunities.
Ideal Backgrounds
*Customer Services Team Manager
*Contact Centre Team Manager
*Customer Care Manager
*Service Delivery Team Leader
*Operations Team Manager
*Call Centre Manager