Customer Services Manager
Location: Telford
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
Due to continued growth, we are pleased to present an exciting opportunity for a Customer Services Manager to join our team.
In this role, you will be responsible for overseeing real-time monitoring of Contact Centre operations within a financial services environment, while also managing the Record Management and Digital Services teams. You will lead the day-to-day activities of the real-time management team, streamline workforce management processes, and effectively integrate change initiatives across the Contact Centre. Additionally, you will provide actionable insights to enhance performance and elevate customer satisfaction.
What you will be doing:
- Leading a team to optimise staffing levels and resource allocation based on real time demand forecasts and operational metrics.
- Continuously evaluating and refining real time processes and procedures to enhance operational effectiveness and efficiency.
- Collaborating with other departments to drive coordinated efforts to improve Contact Centre performance.
- Monitoring Contact Centre performance in real time, identifying trends, anomalies and areas for improvement, to deliver to SLAs
- Generating reporting and dashboards to communicate performance metrics, trends, and insights to key stakeholders.
- Ensuring compliance with all relevant regulatory requirements and internal policies governing contact centre operations.
- Providing leadership and guidance to all teams including performance management, coaching and development.
- Driving performance culture so all direct reports are highly engaged and committed to doing their best work for customers and stakeholders.
Job 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 we're looking for:
- Proven leadership skills
- Detailed knowledge of capacity planning and forecasting
- Sound decision making skills
- qualified (CF1, FA1 and FA2), or willing to work towards
- Crisis management skills
- Detailed knowledge of regulatory and legislative requirements
- Ability to remain calm and resilient under pressure
- Critical thinking skills
- Ability to navigate ambiguity and demonstrate pragmatism
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!