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