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Complaints Team Leader

2 weeks ago

Peterborough, United Kingdom Diligenta Full time

**Salary**: From £28353-£35442

**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 been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

**The Opportunity**:
This role will be responsible for leading a Complaints team to oversee the work of complaint handlers to ensure that all complaints are dealt with fairly, promptly and efficiently and act as the escalation point for complex complaints.

A typical day to day involves actively managing, coaching and appraising the performance of all team members, resolving performance issues promptly and providing the climate and motivation that encourages all team members to deliver to their full potential.

**You'll be**:

- Leading, developing, coaching and motivating your team ensuring all people management processes are adhered to.
- Making sure the work schedule is pro-actively managed and team skill levels are controlled to meet productivity and quality outcomes.
- Ensuring performance reviews are completed timely and comprehensively with training and development needs identified.
- Ensuring the team are managed, developed, and coached ensuring that complaints have been dealt with promptly, fairly and efficiently.
- Making sure any operational factors which may impact service delivery are pro-actively identified and communicated to Line Manager with proposals for resolution.
- Have experience working within the Financial Services industry and can show a full understanding of Life and Pensions.
- Have proven line management experience and a proven ability to lead a team of agents.
- Have a detailed understanding and practical experience of all relevant People Management policies and processes including performance management, absence management, grievance and disciplinary.
- Are resilient & driven with proven ability to work under pressure

**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