Customer Service Team Lead — 12-Month Contract

Agena Group; Slough; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Free onsite parking

Smart casual dress code

Job summary

Agena Group in Slough is seeking a Customer Service Team Leader to manage a 12 month fixed term maternity cover, leading a team of customer service agents and supporting the Customer Service Manager in day-to-day operations.

The role requires coaching, mentoring and the ability to drive performance, SLA achievement and high-quality customer interactions across channels. The successful candidate will be highly organised, calm under pressure and committed to data protection and quality standards.

Qualifications

• Experience leading customer service teams in fast-paced environments.
• Ability to coach, mentor and develop team members.
• Strong communication and organisational skills.
• Proven track record of delivering high-quality customer service.

Responsibilities

• Coordinate daily team activities and workloads.
• Onboard and develop new and existing team members.
• Support Manager with day-to-day performance and escalations.
• Ensure SLAs and quality targets are met and exceeded.
• Guide team in resolving customer enquiries and complaints.
• Deliver professional customer service via phone, email and other channels.
• Ensure compliance with data protection regulations and company policies.
• Monitor and improve service and quality metrics.

Skills

Team leadership

Coaching

Mentoring

Customer service

Organised

Job description

Agena Group in Slough is seeking a Customer Service Team Leader to manage a 12 month fixed term maternity cover, leading a team of customer service agents and supporting the Customer Service Manager in day-to-day operations.

The role requires coaching, mentoring and the ability to drive performance, SLA achievement and high-quality customer interactions across channels. The successful candidate will be highly organised, calm under pressure and committed to data protection and quality standards.