Customer Service Team Lead

1 week ago


Peterborough, Peterborough, United Kingdom Diligenta Full time
Join Diligenta as a Customer Service Team Lead

We are seeking an exceptional leader to spearhead our customer service team, driving operational excellence and delivering exceptional results.

About the Role

The Customer Service Team Lead will oversee the delivery of high-quality customer service, manage team performance, and foster talent development to meet business objectives. This role is ideal for a motivated leader with a passion for driving team success and delivering exceptional customer experiences.

The successful candidate will lead, manage, and develop their team to ensure seamless customer interactions, resolve complex issues, and maintain financial controls within delegated authority.

Key responsibilities include:

  • Leading, managing, and developing a team of Customer Service Representatives
  • Overseeing team performance, ensuring compliance with company policies and regulatory requirements
  • Handling escalated customer complaints and making decisions aligned with Treating Customers Fairly (TCF) principles
  • Maintaining financial controls and overseeing expenditure within delegated authority
About You

We are looking for a proven people manager with strong communication, planning, and organizational skills. The ideal candidate will have a track record of adapting, motivating, and influencing others, as well as analytical problem-solving skills with a creative approach to complex issues.

Experience in financial services and understanding of regulatory requirements are preferred, but not essential. A minimum of 2 years of relevant management experience is required.

What We Offer

As a valued member of our team, you will enjoy a range of benefits, including:

  • A competitive salary of £27,069.00-£28,000.00 per annum
  • 33 days of annual leave, including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Personal and career development opportunities
  • Access to Perks at Work, Cycle to Work Scheme, and Interest-free Season Ticket loans
  • A comprehensive set of Moments that Matter policies, including Carer's Leave, Foster Leave, and Retirement Leave
  • A contributory company pension scheme with employer matching
Location

This role is based onsite in Peterborough, with hybrid flexibility after completion of probation (1-2 days/week from home). Working hours are 37.5 hours per week, 5 days per week, with a maximum of 1 weekend on-site per month and compensatory time off.



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