Voice Customer Service Manager
1 week ago
**Who are 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 beendescribed as 'home' by existing employees, we drive a culture that is founded on positive change and development.
**The Opportunity**
Here at Diligenta, we are looking for a Voice Customer Service Manager to lead and manage a Customer Services team within the contact centre and consistently deliver an excellent service to all customers across all propositions and within agreed standardsand budgets. This person will need to act as a role model for all contact centre people at all levels, leading by example. The focus is on developing people and ensuring the quality and effectiveness of service delivery on site.
**You'll be**:
- Responsible for all aspects of performance of the department including acting on the system ensuring the focus is on removal of predictable and prioritized failure demand and waste; productivity; quality; customer experience and experience of our people
- Performing management and development of direct reports through observing behaviour's, giving feedback and coaching, ensuring robust objectives are set and are aligned to the corporate competencies
- Jointly responsible for the overall performance of the Contact Centre across all propositions. Liaising with the Central Planning Team Manager to ensure resource planning is effective in order to deliver business, recruitment and training targets
- Responsible for communicating and embedding the vision within your department and communication of key business messages ensuring consistency
- Have evident experience within a Contact Centre environment
- Have previously been in a line management position
- Can display outstanding communication skills
- Have a strong understanding of the Life & Pensions industry
- Are people focused and can show resilience
**The Perks**
- 25 days holidays + 8 bank holidays
- Discretionary annual bonus
- Company pension scheme membership
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
- Access to our Confidential Helpline is available to be used by you and your family
- Develop your career through a wider global organisation of the TCS family
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