Job title: Customer Services Team Leader

Salary: £25,000 - £28,000 per annum depending on experience

Hours: Full time, 36 hours per week 

Location: Aylesbury

Are you an enthusiastic and motivated individual looking to join a vibrant and fast paced team? We have fantastic opportunity for a Customer Services Team Leader looking to further develop their experience.

Agria is one of the world’s leading animal insurers, specialising in small animal and equine insurance. Founded in Sweden over 120 years ago, Agria came to the UK in 2009 and is now a prominent feature of the UK pet insurance industry.

Key things you’ll be doing will include

Working within a busy call centre, the Customer Service Team Leader will lead a team of Customer Service Representatives, to deliver a fantastic customer experience with a focus on delivering results around key customer service metrics. We are looking for a candidate who lives and breathes customer service!

As a Customer Service Team Leader, your time will be spent ensuring all customer queries are dealt with appropriately and comply with current regulatory guidelines and service levels. Setting operational targets and plans, you’ll monitor individuals’ performance and give them everything they need to thrive.

You will be the primary contact for the Customer Service team members and Training Leads and work closely with the Contact Centre Manager in delivering and maintaining departmental and organisational standards.

You’ll be required to work on a rotational shift pattern that covers the hours of 9am- 6pm, Monday to Friday and 9am- 5pm on Saturdays, working one in three Saturdays.

What we would like you to have

You will need to have relevant and demonstrable experience, as a Team Leader, in a contact centre environment. You will be competent in addressing unsatisfactory performance and absence management; be approachable and have the ability to work under pressure to meet tight deadlines. You will have proven experience in managing, coaching, motivating and developing team members. You will be an articulate individual with excellent communication and relationship building skills. You must be motivated to achieve positive results and meet team targets.

What we can offer you

A whole array of benefits including 25 days holiday plus 8 bank holidays, a competitive pension and life assurance scheme, discounted gym membership, online and high street discounts, social events and so much more.

We will invest in your training from day one, and continue to support your development throughout your career with us.

This role is easily commutable from High Wycombe, Thame, Haddenham, Amersham and Chesham.

For a full job description, please click here

When applying, please state your availability for an interview for the next couple of weeks. Need more information on this position? Email us at


All successful applicants are subject to a background and criminal record check