Perks & Benefits
* 31 days holiday, increasing with service
* Discounts on groceries, holidays, restaurants, and more
* 24/7 Employee Assistance Program
* Family and friends discounts on services
* Pension Scheme, up to 3% employer contribution
* Excellent progression within a fast growing business
* Free on-site parking
Salary: Up to £32,000 and excellent benefits package
Location: Hybrid - Norwich
About The Role
This is an amazing opportunity for an experienced Customer Service professional to grow and join a great client of ours. One with a core passion for Customer Care and overall Customer Service Excellence. This opportunity would suit someone who has managed a team within customer service or a Senior Advisor who has acted as a supervisor in the past and is looking to step into management.
As a Contact Service Team Leader, you'll lead a team of Call Handlers, providing them with guidance, mentorship, and operational support to maintain top service levels. You'll oversee 8+ direct reports and work as part of a larger management team.
Shift Pattern Options
* Tuesday - Saturday (Various working shifts available but flexibility required)
* Team Leadership: Promote a positive work environment, motivate team members, manage performance and absence.
* Operational Oversight: Monitor KPIs, ensure compliance with TSA standards, and assist with staffing and cost management.
* Support & Development: Conduct appraisals, create improvement plans, and provide training.
* Call Handling Support: Step in during high volumes or emergencies to support call handling.
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