Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
Lead, manage, and inspire a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service. As a Team Leader, you'll oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals. This role is ideal for a motivated leader with a passion for driving team success and delivering exceptional customer service.
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
- Apply to find out about our other benefits
What you'll be doing
- Queue Management: Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels. Allocate and manage team members across required work/customer queues switching between queues as necessary.
- Performance Monitoring: Use MI data to track team performance, system compliance, and take corrective actions as needed
- Resource Planning: Plan and allocate team capacity for optimal utilisation, including training for versatility and improving customer outcomes
- People Management: Lead, coach, and motivate team members, set and monitor performance targets, and conduct daily briefings
- Issue Escalation: Inform Customer Services Manager of any threats to production or work completion, and escalate unresolved issues promptly to avoid failures
- Performance Metrics: Track and report on key performance indicators, including quality, productivity, compliance, and employee engagement
What we're looking for
- Proven experience in excellent team management is crucial, with a strong ability to lead, motivate, and develop a high-performing team
- Ability to manage effectively in a fast-paced environment, adapting quickly to changing demands and priorities
- Proven ability to plan, organise, and manage tasks efficiently, including delivering results both individually and through teams
- Capable of analysing issues, generating solutions, and making data-backed decisions
- Previous Financial Services experience (desirable, not essential as training is provided)
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!