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Customer Service Operations Supervisor

3 months ago

Peterborough, Peterborough, United Kingdom Diligenta Full time

Customer Service Operations Supervisor

Compensation: From £ £

About Diligenta:

Diligenta aims to be recognized as a premier provider of Platform-based Life and Pensions Administration Services. Our commitment to customer satisfaction drives our operations, and we strive to enhance our clients' business processes. Our workplace is often described as a supportive environment, fostering a culture of positive transformation and growth.

Role Overview:

Guide, motivate, and lead a team of Customer Service Agents to meet essential operational targets and provide outstanding service. As a Supervisor, you will manage service delivery, assess team performance, and nurture talent development to align with business and client objectives. This position is perfect for an enthusiastic leader dedicated to achieving team excellence and exceptional customer care. Work Environment: Onsite with the possibility of hybrid work arrangements following the successful completion of the initial evaluation period. Schedule: 37.5 hours per week, across 5 days. Weekend work may be required once a month, with compensatory time off provided.

Employee Benefits:

33 days of leave, inclusive of public holidays Opportunity to participate in an annual discretionary bonus program Personal and professional development opportunities to advance your career within the organization and our global parent company Access to an online discount platform for savings on various products and services Cycle to Work Scheme and interest-free travel loans Comprehensive Wellbeing initiatives, including an Employee Assistance Program A range of supportive policies, such as Carer's Leave and Retirement Leave A contributory pension scheme with matching contributions, along with Group Life Assurance and Income Protection Inquire about additional benefits available

Key Responsibilities:

Lead, manage, and enhance your team's performance to ensure high-quality service delivery. Supervise team performance, ensuring adherence to company policies and regulatory standards. Address escalated customer issues and make decisions in line with fair treatment principles. Evaluate and enhance team performance, driving efficiencies and improving customer satisfaction. Collaborate with other operational teams and spearhead local initiatives. Maintain financial oversight and manage expenditures within assigned limits.

Desired Qualifications:

Demonstrated experience in team management and development. Excellent communication, planning, and organizational abilities. Capacity to adapt, inspire, and influence team members. Strong analytical and problem-solving skills with a creative approach to challenges. Proficient in networking and building relationships. Experience in the financial services sector and familiarity with regulatory frameworks is preferred. At least 2 years of relevant management experience.