Agria Pet Insurance
Customer Service Team Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Service Team Lead
Inspiring Customer Service Team Leader
Welcome to our Customer Service Team Leader position in Aylesbury, an exciting opportunity to join a passionate team that specialises in delivering outstanding customer service and animal welfare support.
About the Role
We are seeking a people-centred leader who thrives in a fast-paced environment. This full-time role (36 hours per week) entails leading the day-to-day operations of a Customer Service team, ensuring exceptional customer experiences across telephony, live chat, administration, and case handling.
Responsibilities
You’ll be responsible for:
- Leading daily operations: Overseeing Customer Service activities for smooth and efficient operations across all channels.
- Monitoring performance: Ensuring productivity, quality, and service standards meet departmental objectives.
- Coaching and development: Conducting regular 1:1 coaching sessions, performance reviews, and supporting colleague skill development.
- Quality assurance support: Performing call listening reviews, live chat evaluations, and case investigations to maintain high standards.
- Handling escalations: Providing fix pt. resolutions for complex customer issues with empathy.
- Championing customer outcomes: Ensuring fair treatment and favourable outcomes that align with company values and regulatory standards.
- Collaborating across teams: Partnering with Workforce Planning, Quality Assurance, and other departments.
- Supporting performance management: Assisting with attendance, conduct, and capability processes.
- Driving improvements: Contributing to process enhancements and departmental initiatives.
- Providing escalation support: Serving as the go-to point for service-related queries and guidance.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
The role operates under a hybrid model, with an office requirement in Aylesbury every Wednesday. Shift hours are 9:00 am – 6:00 pm (Mon–Fri), plus 1 Saturday every 6 (9:00 am – 1:00 pm).
Requirements
Essential Criteria:
- Proven leadership experience in customer service or contact centre management.
- Strong communication skills: Confident in both verbal and written mediums.
- Customer-focused mindset: Ability to deliver efficient, empathetic, and solution-driven service.
- Organisational talent: Skilled at managing priorities in a dynamic, high-pressure setting.
- Technical proficiency: Comfortable using multiple systems and digital tools.
- Resilience and composure under stressful circumstances.
- Flexibility and adaptability to adjust to changing priorities.
Why Agria Pet?
Agria Pet Insurance isn’t just a job—it’s a passion project. As UK’s leading specialist pet insurance provider, we specialise in lifetime pet coverage, led by a team of pet-loving colleagues who understand the unique value of our four-legged friends.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Partner organisations including The Royal Kennel Club, Lloyds, and affinity partners.
- Animal welfare advocates: Partnering with rescue organisations, vets, and breeders to promote pet well-being.
- Purpose-driven: Contributing to hundreds of animal rescues and supporting over 101k rescued animals.
- Proud impact: Regularly deploys social commitment with £2M+ in charity donations.
We’re a growing, supportive company with a family-like culture, where work-life balance and fulfilment are prioritised.
Benefits
- Generous annual leave: 25 days increasing with tenure, bank holidays included (with an extra birthday day off each year).
- Flexible exchange: Opportunity to buy / sell up to 5 days of annual leave per calendar year.
- Pension & Life Assurance scheme.
- Staff discounts: Get 25% off insuring your pets, and enjoy promotional rates for friends & family.
- Wellbeing support: Full access to a Health Cash Plan, mental health assistance, and wellness platforms like Headspace.
- Recognition: Named among the UK’s Best Workplaces™ (2023, 2024, 2025), with top-tier evaluations on Trustpilot and Which? Pet Insurance rankings.
- Environmental values: As the only carbon-negative pet insurer in the UK.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills