Customer Operations Team Leader (Norwich)

Overview

As Team Leader in the Customer Operations team, you will guide and develop a group of Customer Operations Representatives to deliver high-quality service and a strong customer experience. You will align team goals with the wider business strategy and set clear performance expectations. You’ll steer the team through change, manage performance and sensitive staff issues, and collaborate with cross-functional colleagues. This role offers meaningful impact within a regulated financial services environment.

Pay / Benefits

• competitive salary
• generous benefits package
• training & development
• permanent role

Responsibilities

• Lead and develop a team of Customer Operations Representatives to deliver quality service
• Manage resources, systems and procedures to achieve high performance
• Foster engagement and ensure team goals align with business strategy
• Handle performance issues and sensitive staff concerns
• Motivate, coach and support the team through change
• Ensure accurate service delivery and knowledge of the financial services industry
• Develop processes to maximise efficiency and accuracy
• Support personal and career development within the team

Key requirements

• Previous Team Leader/Supervisor/Management experience in a Contact Centre
• Experience in financial services, banking, insurance, pensions, or regulated sector
• Strong people management and coaching skills
• Proven ability to manage performance and meet operational targets
• Knowledge of FCA regulations and customer-focused regulatory requirements
• Strong communication, influencing and stakeholder management
• Experience handling customer complaints and escalated cases
• Ability to interpret data and use MI to drive decisions
• Competent in Microsoft Office, especially Excel and Outlook

• Customer-focused
• Strong leadership presence
• Resilient and adaptable
• Microsoft Excel
• Microsoft Outlook
• Data interpretation and MI analysis

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