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Contact Centre Team Leader

2 months ago

Peterborough, Peterborough, United Kingdom Diligenta Full time
{"title": "Contact Centre Team Leader", "description": "

Contact Centre Team Leader

Job 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 with other operational teams and lead local projects to drive efficiencies and enhance customer experience.

Key Responsibilities:

  • Manage and develop a team to ensure high-quality service delivery and compliance with company policies and regulatory requirements.
  • Handle escalated customer complaints and make decisions aligned with Treating Customers Fairly (TCF) principles.
  • Maintain financial controls and oversee expenditure within delegated authority.

Requirements:

  • 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.

About Diligenta:

Diligenta's vision is to be acknowledged as a 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.

What We Offer:

  • 33 days including Bank Holidays.
  • Eligibility for an annual discretionary bonus scheme.
  • Personal and career development opportunities to progress your aspirations within the company and through our global parent company (Tata Consultancy Services).
  • Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services.
  • Cycle to Work Scheme & Interest-free Season Ticket loans.
  • A company-wide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
  • A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave, and Retirement Leave.
  • A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection.

Location and Working Hours:

Onsite in Peterborough with hybrid flexibility after completion of probation (1-2 days/week from home). 37.5 hours, 5 days per week. Required to work 1 weekend on a month maximum with compensatory time off.

", "lang_code": "en-US"}