Customer Service Team Leader

Are you passionate about delivering excellent customer service and leading a team in a fast-paced environment? Do you enjoy solving problems, staying organised, and making a real difference to people's day-to-day experiences?

We’re looking for a Customer Service Team Leader for a 12 month fixed term contract for maternity cover. You will support and create a team of high performing customer service agents using your development and mentoring skills. You will support the customer service management team with the day to day running of the department. To thrive in this busy role, you’ll need to be confident, adaptable and able to stay calm under pressure.

If you are looking for a 12 month contract, enjoy working in a fast-moving environment and get satisfaction from helping people, this could be the role for you!

• Coordinate daily team activities, manage workloads, record absence and sickness, and act as the first point of contact for Customer Service Advisors.
• Assist with the onboarding, training, coaching, and ongoing development of new and existing team members.
• Support the Customer Service Manager in overseeing day-to-day team performance, including handling escalated customer enquiries and monitoring service quality.
• Help ensure the team consistently meets and exceeds service level agreements (SLAs), quality standards, and customer satisfaction targets.
• Provide guidance and support to team members in resolving customer enquiries, complaints, and complex cases.
• Deliver excellent customer service through professional and timely communication via telephone, email, and other channels as required.
• Ensure all customer interactions are handled in line with departmental procedures, quality standards, and company policies.
• Maintain compliance with data protection, GDPR, and regulatory requirements.
• Monitor and contribute towards team service and quality performance targets.
• Provide administrative support across the Customer Service function when required.
• Build effective working relationships with colleagues across departments, ensuring accurate and timely information sharing.
• Promote a positive, collaborative, and customer-focused team culture.
• Maintain the highest standards of customer service and represent the company professionally at all times.

An experienced customer service professional with a passion for delivering exceptional service and supporting customer satisfaction.

A confident and approachable team leader who enjoys coaching, mentoring, and developing others to reach their potential.

Skilled at handling customer queries, complaints, and escalations with professionalism, empathy, and sound judgement.

Highly organised and able to prioritise workloads, maintain accuracy, and consistently meet quality and service targets.

An excellent communicator who can build positive relationships with customers, colleagues, and stakeholders across the business.

Committed to following processes, maintaining compliance standards, and handling sensitive information with integrity.

A collaborative and proactive team player who thrives in a fast‑paced environment and is always willing to support colleagues and drive continuous improvement.

We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.

Ambitious: we aim for world class service

Disruptive: we’re here to change the industry

Ethical: we do things for the right reasons

Insightful: we use research to guide our decisions

Collaborative:
We’re better when we work together

Innovative: we help people see things…