At a Glance
- Tasks: Lead a dynamic Customer Service team to deliver exceptional experiences and support team growth.
- Company: Join Agria Pet Insurance, a top-rated pet insurance provider with a passion for animals.
- Benefits: Enjoy 25 days annual leave, health support, and discounts on pet insurance.
- Other info: Hybrid work model with a family feel and excellent career growth opportunities.
- Why this job: Make a real impact in a supportive environment while helping pets and their owners.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
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.
Customer Service Team Leader in Aylesbury employer: Agria Pet Insurance
Agria Pet Insurance is an exceptional employer, offering a supportive and family-oriented work culture in Aylesbury. With a strong commitment to employee growth through coaching and development opportunities, we prioritise the well-being of our team, providing generous benefits such as 25 days of annual leave, mental health support, and discounts on pet insurance. Join us in making a meaningful impact for pets and their owners while enjoying a fulfilling career in a company recognised as one of the UK’s Best Workplaces™.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Aylesbury
✨Tip Number 1
Get to know the company culture! Before your interview, check out Agria Pet's social media and website. Understanding their values and mission will help you connect with the team and show that you're genuinely interested in being part of their family.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've motivated a team or resolved a tricky customer issue. Being able to share these experiences will demonstrate your customer service leadership skills and how you can contribute to their success.
✨Tip Number 3
Prepare questions for your interview! Ask about their coaching methods or how they support team development. This shows you're not just looking for any job, but you're keen on growing with them and making a positive impact.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can set you apart from other candidates. Plus, it shows your professionalism and enthusiasm for the position.
We think you need these skills to ace Customer Service Team Leader in Aylesbury
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in customer service leadership. We want to see how you've motivated and developed teams in the past, so share specific examples that showcase your ability to inspire others.
Be Clear and Concise:Strong communication is key for this role, so ensure your written application reflects that. Use clear language and avoid jargon. We appreciate a straightforward approach that gets to the point while still being engaging.
Demonstrate Your Customer Focus:We’re all about delivering exceptional customer experiences, so make sure to include examples of how you've gone above and beyond for customers. Show us your empathetic side and how you’ve resolved complex issues with professionalism.
Tailor Your Application:Take the time to tailor your application to our job description. Highlight relevant skills and experiences that align with what we’re looking for. Remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Agria Pet Insurance
✨Know the Company Inside Out
Before your interview, take some time to research Agria Pet Insurance. Understand their values, mission, and what makes them unique in the pet insurance market. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to motivate and develop a team. Prepare examples from your past experiences where you've successfully led a team, handled escalated complaints, or implemented improvements. Be ready to discuss how you can foster a positive team culture.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer service mindset. Think of specific scenarios where you had to manage competing priorities or resolve complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team's current challenges, opportunities for professional development, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
