Customer Services Team Manager

Location: 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