Team Leader - Contact Centre

Team Leader - Contact Centre

Salary: £28,000 - £30,000

Location: Basingstoke, Hampshire, RG21 6SZ

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.

Summary of the role:

To lead a Customer Services team in consistently delivering excellent service across all propositions. This involves providing leadership, developing the team, managing performance, fostering a customer-centric culture, improving processes, collaborating with other teams, ensuring quality, managing stakeholders, communicating effectively, and encouraging innovation.

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.

What you'll be doing:

• Leading and managing a team of Customer Service Representatives.
• Guiding, coaching, and evaluating every team member's performance. Addressing any issues promptly and creating a positive environment where everyone feels motivated to do their best.
• Continuously assessing team achievements against objectives. Identifying variances from targets and take proactive action to ensure successful delivery.
• Strategizing and allocating team resources smartly to meet business goals. Setting up streamlined processes and ensuring we're equipped with the right data to handle work efficiently within budget limits.
• Leading the team through changes with clear and effective communication.
• Ensuring team adherence to defined practices and procedures to maintain consistent and compliant output.
• Proactively reviewing the customer environment to drive continuous improvement initiatives. Implementing changes to enhance effectiveness and efficiency, applying systems thinking logic daily.

What we're looking for:

• Have a minimum of 2 years' experience within a managerial position.
• Have problem solving and decision-making skills.
• Have time management and organisational skills.
• Have prior experience in managing customer services team within Financial Service, Life & Pension, or another relevant office/ corporate based environment.
• Possess exceptional written and verbal communication abilities.
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.

Qualifications:

• CF1, FA1 and FA2 or equivalent is essential for the role or willing to work towards (To be obtained within 30 months of joining).

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!