Contact Centre Team Leader
2 weeks ago
Diligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences. Our vision is to be recognized as a best-in-class platform-based service provider, driven by a culture of positive change and development.
Job SummaryWe are seeking an experienced Team Leader to lead, manage, and inspire a team of Customer Service Representatives. As a key member of our operations team, you will oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals.
Key Responsibilities- Lead and manage a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service.
- Oversee customer service delivery, ensuring compliance with company policies and regulatory requirements.
- Handle escalated customer complaints and make decisions aligned with Treating Customers Fairly (TCF) principles.
- Monitor and improve team performance, driving efficiencies and enhancing customer experience.
- Collaborate with other operational teams and lead local projects.
- Maintain financial controls and oversee expenditure within delegated authority.
- Proven experience in people management and development.
- Strong communication, planning, and organizational skills.
- Ability to adapt, motivate, and influence others.
- Analytical problem-solving skills with a creative approach to complex issues.
- Effective networking and relationship-building abilities.
- Experience in financial services and understanding of regulatory requirements preferred.
- Minimum 2 years of relevant management experience.
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Contact Centre Team Leader
2 weeks ago
Peterborough, Peterborough, United Kingdom Diligenta Full time{"title": "Contact Centre Team Leader", "description": "Contact Centre Team LeaderJob Summary:Lead and manage a team of Customer Service Representatives to deliver exceptional service and achieve key operational objectives.Oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals.Collaborate...
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Contact Centre Team Leader
2 weeks ago
Peterborough, Peterborough, United Kingdom Diligenta Full time{"title": "Contact Centre Team Leader", "description": "Contact Centre Team LeaderJob Summary:Lead and manage a team of Customer Service Representatives to deliver exceptional service and achieve key operational objectives.Oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals.Collaborate...
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