Development Management Team Leader

2 months ago

Telford Shropshire, United Kingdom Diligenta Full time €27,069 - €33,837

Team Leader Customer Services
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.
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.
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
~ Queue Management: Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels. 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
Capable of analysing issues, generating solutions, and making data-backed decisions
Previous Financial Services experience (desirable, not essential as training is provided)

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.


Keywords: Customer Support Team Manager, Location: Telford, ENG - TF3 5BP

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