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Contact Centre Team Leader
3 months ago
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, manage, and inspire a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service. As a Team Leader, you'll oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals. This role is ideal for a motivated leader with a passion for driving team success and delivering exceptional customer service.
- Job Location: Onsite in Peterborough with hybrid flexibility after completion of probation (1-2 days/week from home).
- Working Hours: 37.5 hours, 5 days per week. Required to work 1 weekend on a month maximum with compensatory time off.
- 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.
- Lead, manage, and develop your team to ensure high-quality service delivery.
- Oversee team performance, ensuring compliance with company policies and regulatory requirements.
- Handle escalated customer complaints and make decisions aligned with Treating Customers Fairly (TCF) principles.
- Monitor and improve team performance, driving efficiencies and enhancing customer experience.
- Collaborate with other operational teams and lead local projects.
- Maintain financial controls and oversee expenditure within delegated authority.
- Proven experience in people management and development.
- Strong communication, planning, and organizational skills.
- Ability to adapt, motivate, and influence others.
- Analytical problem-solving skills with a creative approach to complex issues.
- Effective networking and relationship-building abilities.
- Experience in financial services and understanding of regulatory requirements preferred.
- Minimum 2 years of relevant management experience.
