Team Manager - Contact Centre

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.,

• 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.
  
  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.


Essential Qualification

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

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.


• 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