Customer Service Team Lead

2 weeks ago

Telford, Telford and Wrekin, United Kingdom Diligenta Full time £27,069 - £33,837
Job Summary

As a Team Leader Customer Services at Diligenta, you will be responsible for leading, managing, and inspiring a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service. You will 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.

Key Responsibilities
  • Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels.
  • Use MI data to track team performance, system compliance, and take corrective actions as needed.
  • Plan and allocate team capacity for optimal utilisation, including training for versatility and improving customer outcomes.
  • Lead, coach, and motivate team members, set and monitor performance targets, and conduct daily briefings.
  • Inform Customer Services Manager of any threats to production or work completion, and escalate unresolved issues promptly to avoid failures.
  • Track and report on key performance indicators, including quality, productivity, compliance, and employee engagement.

Requirements
  • Proven experience in excellent team management is crucial, with a strong ability to lead, motivate, and develop a high-performing team.
  • Ability to manage effectively in a fast-paced environment, adapting quickly to changing demands and priorities.
  • Proven ability to plan, organise, and manage tasks efficiently, including delivering results both individually and through teams.
  • Capable of analysing issues, generating solutions, and making data-backed decisions.
  • Previous Financial Services experience (desirable, not essential as training is provided).

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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