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Customer Service Team Leader

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360 Resourcing Solutions

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Location:
United Kingdom , Aylesbury

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Leading daily operations
  • Monitoring performance
  • Coaching & development
  • Identifying training needs
  • Providing first-line support
  • Quality assurance support
  • Handling escalated complaints
  • Championing customer outcomes
  • Supporting performance management
  • Collaborating across teams
  • Driving improvements

Requirements:

  • Customer service leadership experience
  • Strong communication skills
  • Customer-focused mindset
  • Organised & detail-driven
  • Tech-confident
  • Resilient & calm
  • Target-aware
  • Reliable & responsible
  • Flexible & adaptable
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
  • Health Cash Plan
  • mental health support and health and wellbeing platforms, including Headspace

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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