Customer Service Manager

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:

We are looking for an experienced Customer Service Manager to support and develop an industry leading customer service team based in the UK and offshore. They will be responsible for planning, co-ordinating and monitoring the activities of the customer service team to maintain and enhance all customer relationships and meet organisational and operational objectives.

Responsibilities And Duties

• Lead, support and supervise the customer service team
• To develop and train to ensure a high standard of customer service
• Take ownership and accountability of recruitment, appraisals and team development
• Take ownership and accountability of staff absence, misconduct and capability
• To complete customer service onboarding for all new starters in the business
• To develop customer service procedures, policies and standards of work and review to achieve ongoing departmental objectives
• To meet and exceed service delivery levels and provide regular reporting/feedback for the line manager and external teams within the business
• To investigate and solve customer problems/complaints that have been escalated
• Adhere to industry guidelines, such as the Single Code of Practise and Data Protection regulations
• To support managing supplier relationships
  
  

Requirements:

Who You Are

• An experienced manager with a positive attitude who can successfully lead a team of customer service agents
• Displays emotional resilience and the ability to withstand ongoing pressure. Can multitask and adapt to changing circumstances.
• Can oversee employees' progress, tasks, and responsibilities whilst enhancing performance, setting targets, and providing appropriate support.
• Creates a friendly, welcoming environment where employees feel safe and happy.
• The ability to detect problems, recognise important information, link various data, trace potential causes, and identify relevant details.
• Maintains high levels of productivity and self-direction.
• The ability to organise your workload, prioritise correctly, and manage various projects.
  
  

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
  
  

Other information:

Salary: £36,000 - £38,000 per annum, depending on experience

Hours: Monday - Friday, 9am - 5.30pm

Location: Lancing with hybrid flexibilities after probation period

Additional Information

• Our selection process is as follows: Application – Competency Based Interview – Presentation
• You must be able to legally live and work in the UK
• The postholder will be required to travel to external meetings on occasion by most effective means available
• This role is available as part of a hybrid working environment.
  
  

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 [email protected]

We welcome all applicants, including those with unspent convictions. If disclosed during recruitment or after a conditional offer, we may conduct a DBS check and, with consent, liaise with a probation officer if relevant. Disclosures are handled sensitively and assessed individually, in line with our policy. A criminal record does not automatically disqualify candidates.

(No agency speculative contact – thank you)