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 currently have several vacancies for Team Managers in the telephony and administration teams in the Phoenix Standard Life Account in Glasgow.

This role is responsible for motivating, leading, coaching and developing our teams to continue to deliver excellent service to our customers. You will be accountable for the teams' delivery and success against Customer Operations goals and measures.

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.

You'll be:

• Acting as the key channel for open and timely communication both in and out of the team.
• Raising, addressing, resolving and learning from both operational and performance issues within the team.
• Identifying key areas for individual and team development in line with business requirements.
• Creating team training & development plans and ensuring any local training needs are met.
• Performance management including 1 to 1s, coaching, training and development, always ensuring that our employees are managed in-line with our people policies and procedures.
• Engaging and working collaboratively to drive success for the wider business gain.
• Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.

You should apply if you:

• Have strong leadership skills and experience of coaching and development.
• Are able to see the bigger picture and to think wider than the immediate team.
• Are a strong self-developer who continually drives your own development.
• Previous experience within Financial Services would be advantageous however is not essential.

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!