Customer Service Manager Job Description
About the Role:
We are seeking an experienced Customer Service Manager to lead our Contact Centre operations in a financial services environment. As a key member of our team, you will be responsible for overseeing real-time monitoring, managing the Record Management and Digital Services teams, and driving performance improvement initiatives.
Key Responsibilities:
* Lead the day-to-day activities of the real-time management team to optimize staffing levels and resource allocation.
* Continuously evaluate and refine real-time processes and procedures to enhance operational effectiveness and efficiency.
* Collaborate with other departments to drive coordinated efforts to improve Contact Centre performance.
* Monitor Contact Centre performance in real-time, identifying trends, anomalies, and areas for improvement to deliver to SLAs.
* Generate reporting and dashboards to communicate performance metrics, trends, and insights to key stakeholders.
* Ensure compliance with all relevant regulatory requirements and internal policies governing contact centre operations.
* Provide leadership and guidance to all teams, including performance management, coaching, and development.
What We Offer:
* 33 days including Bank Holidays
* Eligibility for an annual discretionary bonus scheme
* Personal and career development opportunities to progress your aspirations within the company and 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
* Cycle to Work Scheme & Interest-free Season Ticket loans
* A company-wide 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%
Requirements:
* 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
Join Diligenta:
We are a business that has been described as 'home' by existing employees, driving a culture that is founded on positive change and development. 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.