Complaints Team Manager

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:

To manage a team of Complaint Managers who investigate and resolve service-related complaints for Life, Pensions and Investment products to ensure customers are treated fairly and service levels are maintained.

You'll be managing:

• A team of Complaint Managers, including work performance and colleague behaviours to ensure personal performance is focused on delivering fair customer outcomes.
• Team performance against defined service levels, taking remedial action where appropriate to ensure the team meets the required standards.
• Quality Checking of resolved Complaints, including Phone A Friend calls to ensure all customers are treated fairly.
• Work allocations to ensure all complaints are dealt with in a timely manner.
• Absence (sickness, holidays etc.) levels within the team to ensure that team performance is maintained.
• Personal development of the Complaint Managers in the team.

You should apply if you:

• Have exposure to people management skills.
• Have the ability to work under pressure.
• Have problem solving and decision-making skills.
• Have time management and organisational skills.
• Have minimum of 2 years' of Financial Services or Complaints experience.
• Have proven ability in using MS Office suite and similar systems.

The Perks

• We offer 25 days holiday (plus bank holidays)
• Eligibility for an annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
• Access to our Confidential Helpline is available to be used by you and your family.
• Develop your career through a wider global organisation of the TCS family.