Customer Care Team Manager

R13 Recruitment are supporting a growing and highly recognised brand in their search for a Customer Care Team Manager to join their operations team on an initial 12-month fixed term contract.

This is an exciting opportunity for an experienced people-focused leader to step into a highly visible role within a fast-paced customer-focused environment. Leading a team of Customer Service professionals, the successful candidate will be responsible for driving service standards, developing team capability and enhancing the overall customer journey.

The successful individual will become an important part of the wider operational leadership team and will have genuine opportunity to influence change and improvements across the department.

Monday to Friday, 8:30am – 4:30pm working hours based just outside of Thetford.

The Company

This well-established business has built a strong reputation in their industry alongside boasting an exceptional customer experience. With continued growth and expansion over recent years, they are now focused on evolving internal processes and enhancing operational efficiency across the customer service function.

The environment is collaborative, fast-moving and people-focused, making this an excellent opportunity for someone who enjoys leading from the front while positively influencing change.

Benefits

• 5% completion bonus upon successful completion of the contract and achievement of KPIs
• Access to discounted gym memberships
• Monthly team lunches
• Summer and Christmas company events
• Cycle to work scheme
• Ongoing training and professional development opportunities
• Leadership development support

The Day to Day

• Leading, coaching and developing an established customer service team.
• Driving a positive, customer-first culture across all customer touchpoints.
• Acting as the escalation point for more complex customer queries and complaints.
• Supporting and mentoring team members through day-to-day operational challenges.
• Managing team performance, engagement and development planning.
• Overseeing inbound customer communication channels and offline workflows.
• Managing resource planning, rotas and workload allocation to ensure service levels are maintained.
• Producing reporting and insights around team performance and customer experience trends.
• Identifying opportunities for operational improvement and more efficient ways of working.
• Collaborating with wider departments including operations, marketing, warehouse and ecommerce.
• Supporting recruitment, onboarding and training activity within the team.
• Remaining hands-on where required across customer service activity during busy periods.

You Will Have / Be

• Previous experience leading or managing a customer service or customer care team.
• Strong people management and coaching capability.
• A confident and approachable communication style.
• Comfortable managing performance and team development.
• Highly organised with the ability to manage multiple priorities simultaneously.
• Proactive, solutions-focused and adaptable within a changing environment.
• Creative in approach, with the confidence to bring ideas and improvements forward.
• Honest, collaborative and highly professional in your approach.
• Able to build strong relationships across departments and with stakeholders at all levels.

How to Apply

To hear more details about this opportunity, please email your CV to Ruth Harding – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.

For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.