Lead Customer Service Team Manager for Life and Pensions

4 weeks ago


Peterborough, Peterborough, United Kingdom Diligenta Full time

Oversee a Customer Service Team in Life and Pensions Administration



Diligenta's vision is to be acknowledged as a leading provider of life and pensions administration services, delivering exceptional customer service and driving business growth. As a Team Leader, you will play a key role in achieving this vision, overseeing a team of Customer Service Representatives and driving results in alignment with business objectives.



As a seasoned Team Leader, you will be responsible for planning and optimizing team resources, ensuring efficient workload management within budgets. You will regularly review team performance against objectives, identify variances, and take proactive action to meet targets. Additionally, you will manage, coach, and develop team members, addressing performance issues promptly and encouraging potential growth.



You will also be responsible for organizing and planning team development based on business needs, ensuring members are well-equipped with the skills and knowledge required. To maintain consistent quality output, you will ensure adherence to company and legal standards. Furthermore, you will lead the team through corporate changes, maintaining commitment to company strategy, customer needs, and business goals.



We are looking for a seasoned Team Leader with at least 2 years of customer service experience, preferably within the financial services or life and pensions industries. You will have proven people management experience, strong planning and organizational skills, and excellent communication and relationship-building abilities. Your analytical and problem-solving skills will enable you to drive results and improve team efficiency and effectiveness.



You will be rewarded with a competitive salary, ranging from £27,069 to £33,837, and a comprehensive benefits package, including 33 days of annual leave, an annual discretionary bonus scheme, and access to Perks at Work, a discounted shopping platform. We also offer a Cycle to Work Scheme, Interest-free Season Ticket loans, and a company-wide Wellbeing programme, including an Employee Assistance Programme and other benefits to support your mental and physical wellbeing.



If you are a motivated and experienced Team Leader looking to drive results and grow your career in the life and pensions administration industry, we encourage you to apply for this exciting opportunity.



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.


Benefits:




  • Competitive salary, ranging from £27,069 to £33,837
  • Comprehensive benefits package, including 33 days of annual leave, an annual discretionary bonus scheme, and access to Perks at Work, a discounted shopping platform
  • Cycle to Work Scheme, Interest-free Season Ticket loans, and a company-wide Wellbeing programme, including an Employee Assistance Programme and other benefits to support your mental and physical wellbeing


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