Customer Service Team Leader

Agena Group; Slough; Sur place; GBP 28 000 - 34 000; Plein temps

Avantages offerts par ce poste

Free onsite parking

Smart casual dress code

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Coaching

Mentoring

Customer service

Organised

Description du poste

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!

Responsibilities and Duties

• 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.

Who you are

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.

Agena Values

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 differently

Salary:

£31,000 per annum

Duration:

12 month FTC for maternity cover. Ideal start November 2026.

Hours:

40 per week with 1 hour for lunch. Office hours are 9am - 5pm.

Location:

Slough

Office details

Free onsite parking. Smart casual dress code Monday - Thursday, dress down on Friday.

Additional Information

Our selection process is as follows: Application - Interview on site with role related task

You must be able to legally live and work in the UK without sponsorship

We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.

We are a Mindful Employer and are committed to supporting your mental health at work.

The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier‑free recruitment process. We will provide reasonable adjustments and support to ensure neuro‑diverse applicants or those with a disability or long‑term condition can be their best during the recruitment process. To request an adjustment,if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact [e-mail]

We welcome all applicants, including those with unspent convictions. If disclosed during recruitment or after a conditional offer, we may conduct a DBS check and, with consent, liaise with a probation officer if relevant. Disclosures are handled sensitively and assessed individually, in line with our policy. A criminal record does not automatically disqualify candidates.