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 and inspire a team of Customer Service Representatives to achieve operational goals and deliver outstanding service. As a Team Leader, you'll oversee performance, foster team development, and drive results in alignment with business and client objectives.
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
What you'll be doing
* Plan and optimize team resources to align with business goals, ensuring efficient workload management within budgets.
* Regularly review team performance against objectives, identify variances, and take proactive action to meet targets.
* Manage, coach, and develop team members, addressing performance issues promptly and encouraging potential growth.
* Organize and plan team development based on business needs, ensuring members are well-equipped with the skills and knowledge required.
* Implement continuous improvements to enhance team efficiency and effectiveness, applying systems thinking in day-to-day operations.
* Lead the team through corporate changes, maintaining commitment to company strategy, customer needs, and business goals.
* Ensure adherence to company and legal standards to maintain consistent quality output.
What we're looking for
* At least 2 years of customer service experience, ideally within financial services or life and pensions industries.
* Strong planning and organizational skills.
* Excellent communication and relationship-building abilities.
* Analytical and problem-solving skills.
* Understanding of processes, systems, and product knowledge.
* Awareness of commercial considerations and regulations.
* Knowledge of FSA compliance regulations to ensure no breaches.
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