Customer Service Team Lead

4 weeks ago


Bristol, Bristol, United Kingdom Diligenta Full time
Job Summary:

As a Team Leader at Diligenta, you will be responsible for leading a team of Customer Service Representatives to achieve operational goals and deliver outstanding service. This role requires strong planning and organizational skills, excellent communication and relationship-building abilities, and a proven track record of people management experience.

Key Responsibilities:
  • Plan and optimize team resources to align with business goals, ensuring efficient workload management within budgets.
  • Regularly review team performance against objectives, identify variances, and take proactive action to meet targets.
  • Manage, coach, and develop team members, addressing performance issues promptly and encouraging potential growth.
  • Organize and plan team development based on business needs, ensuring members are well-equipped with the skills and knowledge required.
  • Implement continuous improvements to enhance team efficiency and effectiveness, applying systems thinking in day-to-day operations.
  • Lead the team through corporate changes, maintaining commitment to company strategy, customer needs, and business goals.
  • Ensure adherence to company and legal standards to maintain consistent quality output.
Requirements:
  • Proven people management experience.
  • At least 2 years of customer service experience, ideally within financial services or life and pensions industries.
  • Strong planning and organizational skills.
  • Excellent communication and relationship-building abilities.
  • Analytical and problem-solving skills.
  • Understanding of processes, systems, and product knowledge.
  • Awareness of commercial considerations and regulations.
  • Knowledge of FSA compliance regulations to ensure no breaches.
About Diligenta:

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.

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