Team Leader - Customer Services

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.,

• Queue Management: Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels. Allocate and manage team members across required work/customer queues switching between queues as necessary.


• Performance Monitoring: Use MI data to track team performance, system compliance, and take corrective actions as needed


• Resource Planning: Plan and allocate team capacity for optimal utilisation, including training for versatility and improving customer outcomes


• People Management: Lead, coach, and motivate team members, set and monitor performance targets, and conduct daily briefings


• Issue Escalation: Inform Customer Services Manager of any threats to production or work completion, and escalate unresolved issues promptly to avoid failures


• Performance Metrics: Track and report on key performance indicators, including quality, productivity, compliance, and employee engagement
  
  Proven experience in excellent team management is crucial, with a strong ability to lead, motivate, and develop a high-performing team


• Ability to manage effectively in a fast-paced environment, adapting quickly to changing demands and priorities


• Proven ability to plan, organise, and manage tasks efficiently, including delivering results both individually and through teams


• Capable of analysing issues, generating solutions, and making data-backed decisions


• Previous Financial Services experience (desirable, not essential as training is provided)
  
  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.
  
  Salary: From £27069-£33837, 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