Job Description

Lead People. Deliver Great Service. Make a Real Impact.

We're looking for a confident, experienced people manager who knows how to bring out the best in a team and keep our members at the heart of everything they do.

This role is ideal for someone who enjoys leading from the front, balancing day-to-day people management with delivering a consistently positive member experience. You'll have the opportunity to shape how service is delivered, develop your team, and influence improvements that genuinely make a difference.

You'll have the autonomy to run your area effectively, while supporting and developing your team and handling challenges with professionalism, empathy and confidence.

?What you'll be doing

Leading, motivating and developing a team within a busy, member-focused service environment Setting clear objectives and supporting your team to meet and exceed service expectations Ensuring members receive a high standard of service across all interactions, including calls, emails and online enquiries Acting as an escalation point for complex member issues, ensuring timely and effective resolution Coaching individuals through regular feedback, one-to-ones and performance reviews Managing performance constructively and supporting continuous improvement Working closely with colleagues across the business to ensure smooth operations and shared success Identifying opportunities to improve processes, workflows and ways of working Using data, insight and member feedback to enhance service delivery and engagement

What we're looking for

Extensive people management experience (3 years minimum), ideally within a customer service or customer-facing environment A strong understanding of what great service looks like and how to deliver it consistently through others Confidence in leading, motivating and developing teams in a fast-paced setting Excellent communication skills, with the ability to handle sensitive conversations and build trust An organised and proactive approach, with sound judgement and the confidence to make decisions Strong problem-solving skills and a mindset focused on solutions and continuous improvement Comfortable using IT systems and data to manage performance and support service delivery

?Our Values - Being better, together:

Care - We treat others with kindness, care about the impact of our work, and support each other when it matters most. Collaborate - We work together openly and honestly to achieve shared goals. Communicate - We communicate clearly, respectfully and in a way that builds trust. Curious - We always ask 'why' and seek to understand more. Creative - We look for better ways, not just the usual ways. Challenge - We're not afraid to ask difficult questions if it helps us improve.

Why work with us?

We believe in recognising the great work our people do and creating an environment where everyone can thrive, including offering:

Salary of up to 40,000 per annum 26 days holiday + bank holidays, rising with each year of service (up to 7 additional days) Your birthday off (if it falls on your working day!) 8% employer pension contribution Free lunch daily from our onsite cafe AF Membership - enjoy exclusive discounts at hundreds of retailers and suppliers Life assurance Health insurance Discounted gym membership Cycle to work scheme Hybrid working - one day at home per week Free onsite parking
Job Types: Full-time, Permanent

Pay: Up to 40,000.00 per year

Benefits:

Bereavement leave Canteen Company events Company pension Cycle to work scheme Discounted or free food Employee discount Free flu jabs Free parking Gym membership Health & wellbeing programme Life insurance On-site parking Paid volunteer time Private medical insurance Referral programme Sick pay Store discount Work from home
Ability to commute/relocate:

Norwich NR9 5BZ: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person