Company Description
The Agena Group was formed in 2019 as a UK based multi-disciplinary company. We specialise in parking and software solutions. Our mission is to disrupt industry norms, to innovate, and to provide professional, ethical, customer-focused services.
We’re working hard to raise standards within the parking industry, and to promote regulatory compliance. We invest heavily in our people to provide them with opportunities for growth and development, with dedicated programmes designed to help our employees fulfil their true potential.
Agena takes pride in the quality of solutions that we provide, the expert knowledge of our staff and the strong partnerships we have with our customers. We’re here to help you think differently about parking. Why not join us?
Position
As a Customer Service Team Leader, you will be responsible for promoting excellent Customer Service within the department, solving customer queries and complaints that have been escalated by our advisors, and to support, coach, and mentor our team.
Duties
* To meet and exceed service delivery levels in the customer service area
* To promote ‘customer first’ within the department, and work with other departments to achieve this
* To develop and train to ensure a high standard of customer service
* To investigate and solve customer queries/complaints that have been escalated by customer service advisors and cascade through business where necessary
* To set guidelines to ensure that re-occurring issues are rectified and processes are put in place to prevent re-occurrences
* To support, coach and mentor team members
* To take ownership and accountability of staff absence, misconduct and capability
* To provide support to other areas of the Customer Service department when required
Requirements
Who You Are:
* Result oriented, with a passion for improving customer experience
* Person-focused team player, with a proven track record in leading a team
* Ability to cope well under pressure, can multitask and can adapt to changing circumstances
* Ability to use statistical and other data to produce reports
* Experience leading in a Customer Service environment, call centre experience is desirable
Agena Values
We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.
* Ambitious: we aim for world class service
* Disruptive: we're here to change the industry
* Ethical: we do things for the right reasons
* Insightful: we use research to guide our decisions
* Collaborative: We're better when we work together
* Innovative: we help people see things differently
The Pay
The salary is £26,501.75 per annum.
The Location
This role will be based at our office in Lancing, West Sussex, with hybrid flexibilities after initial training period. Free parking is available on site.
What We Offer/ Benefits
We know there’s more to life than work – that’s why when you join Agena, you’ll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days out. You can also benefit from Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits and much more.
* Incremental holiday increases to recognise long service
* 2 volunteering days a year
* Unlock your potential with our training, learning & development, and apprenticeship options throughout your career
* Employee Assistance Programme - 24/7 confidential, independent and professional counselling
* Cycle-to-work scheme
* EV Charging points at office locations
* Regular team/company socials
* Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.
We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.
We are a Mindful Employer and are committed to supporting your mental health at work.
The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact recruitment@agenagroup.com #J-18808-Ljbffr