Customer Service Team Lead

The Role

We're looking for an inspiring and people centred Customer Service Team Leader to join our team in Aylesbury. This is a fantastic opportunity for someone who thrives in a fast paced environment and takes pride in leading others to deliver exceptional customer experiences. You'll oversee the day to day running of one of our Customer Service teams, ensuring high quality outcomes across telephony, live chat, administration and case handling.

In this role, you'll motivate, coach and develop a team of Customer Service Agents, helping them grow their skills and consistently deliver excellent service. You'll be a visible, supportive leader - someone your team can rely on for guidance, clarity and encouragement. You'll also play a key part in maintaining operational performance, ensuring regulatory compliance and fostering a positive, engaged team culture.

We have a hybrid approach to work and all attend the Aylesbury office every Wednesday. This is a full time role working 36 hours per week between 9:00am-6:00pm, Monday-Friday on a rotating shift pattern. You will also be required to work 1 Saturday in every 6, from 9:00am-1:00pm.

What You'll Be Doing:

• Leading daily operations - Ensuring Customer Service activities run smoothly and efficiently across all channels.
• Monitoring performance - Tracking productivity, quality and service standards to meet departmental objectives.
• Coaching & development - Delivering regular coaching sessions, 1:1s and performance reviews to support colleague growth.
• Identifying training needs - Supporting structured development pathways and helping colleagues progress.
• Providing first line support - Acting as the go to escalation point for queries, decisions and process guidance.
• Quality assurance support - Conducting call listening, chat reviews and case investigations to maintain standards.
• Handling escalated complaints - Supporting the resolution of complex customer issues with professionalism and empathy.
• Championing customer outcomes - Ensuring fair treatment and positive outcomes in line with company values and regulatory expectations.
• Supporting performance management - Assisting with attendance, conduct and capability processes.
• Collaborating across teams - Working with Workforce Planning, Quality Assurance and other stakeholders to meet business needs.
• Driving improvements - Contributing to business change, process enhancements and departmental initiatives.

What We're Looking For:

• Customer service leadership experience - Background in a customer service or contact centre management role.
• Strong communication skills - Clear, confident and effective in both written and verbal communication.
• Customer focused mindset - Able to deliver a professional, empathetic and solution focused service.
• Organised & detail driven - Skilled at managing competing priorities in a fast paced environment.
• Tech confident - Comfortable working across multiple systems and digital tools.
• Resilient & calm - Able to stay composed under pressure and support others to do the same.
• Target aware - Experience working to service levels or performance targets.
• Reliable & responsible - Someone who takes ownership and follows through.
• Flexible & adaptable - Comfortable adjusting to changing business needs.

Why choose Agria Pet:

Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names.

Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities.

We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK's Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance, are ranked 4.8 on Trustpilot (higher than any other pet insurance provider) and we are extremely proud to be the only carbon negative pet insurer in the UK.

What we offer:

• 25 days annual leave which increases with service, plus bank holidays and an extra day off for your Birthday!
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• Pension and Life Assurance scheme
• Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
• We aim to support the health and wellbeing of all our colleagues so you'll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace