Contact Centre Team Leader

Who are Diligenta?

Our 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.

The Opportunity:

Due to internal progression, we are now looking for an experienced team leader to lead a Customer Services team to consistently deliver an excellent service to all customers across all propositions and within agreed standards, delivering and exceeding the Diligenta vision.

You'll be:

• Planning the use of and optimising the resources of the team to match business objectives, implementing standard processes across and ensuring management information is available for workload to be managed proactively and efficiently within budgets.
• Continually reviewing team achievements against objectives, identify variance with measures and be proactive in taking appropriate action to ensure delivery.
• Actively managing, coaching and appraising the performance of all team members, resolving performance issues promptly and providing the climate and motivation that encourages all team members to deliver to their full potential.
• Planning and organising team member development, as dictated by business needs, so that they perform the job well with appropriate skills, knowledge and competencies.
• Proactively reviewing customer environment to focus team members on the process of continuous improvement and implement changes to working practices/processes that will enhance effectiveness and efficiency.

You should apply if you:

• Have a minimum of 2 years in a customer service role in a managerial position.
• Can display knowledge of financial service products and demands.
• Can show evident skills in communication, people management, planning and organising.
• Have a good understanding of FCA compliance regulations, to ensure there are no breaches.

Qualifications:

• CF1, FA1 and FA2 will need to be acquired within 30 months of appointment.

The Perks

• We offer 25 days holiday (plus bank holidays)
• Eligibility for an annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
• Access to our Confidential Helpline is available to be used by you and your family.
• Develop your career through a wider global organisation of the TCS family.