Customer Service Team Lead

About the Role

Our client is looking for an experienced and motivated Customer Service Team Lead to guide their customer service operations in Norwich . This leadership role is crucial for overseeing a team of customer service representatives, ensuring they provide exceptional support and achieve performance targets. You will mentor, train, and motivate your team, fostering a positive and productive work environment. The ideal candidate has proven leadership abilities and a deep commitment to customer satisfaction, driving service excellence in the Norwich region.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve performance goals.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Develop and implement strategies to improve customer service quality and efficiency.
• Ensure adherence to company policies, procedures, and service standards.
• Collaborate with management to identify training needs and development opportunities for the team.

Requirements

• Previous experience in a customer service role, with demonstrated leadership or supervisory experience.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to motivate and manage a team effectively.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer service software.
• Ability to work effectively in a fast-paced environment in Norwich .

Benefits

• Competitive salary with leadership bonus potential.
• Opportunities for career advancement and leadership development.
• Hybrid work model offering flexibility.
• Comprehensive health, dental, and vision insurance.
• A dynamic and supportive team culture in Norwich .