Contact Centre Team Leader


Diligenta
Company 
Location 

Bristol

Employment Hours 

Full Time

Employment Type 

Permanent

Salary 

£29,003 - £36,253 per annum

Job Highlights
  • Diligenta, a UK-based, FCA regulated subsidiary of Tata Consultancy Services (TCS), is a leading provider of business process services for the Life and Pensions industry.
  • We are currently recruiting Contact Centre Team Leader to join our team.
  • We offer Contributory company pension scheme, Personal and career development opportunities, Cycle to Work Scheme, Access to Perks at Work.
Job Requirements/Description

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.

Summary of the role:

Lead and inspire a team of Customer Service Representatives to achieve operational goals and deliver outstanding service. As a Team Leader, you'll oversee performance, foster team development, and drive results in alignment with business and client objectives.

What you'll be doing:

  • Plan and optimize team resources to align with business goals, ensuring efficient workload management within budgets.
  • Regularly review team performance against objectives, identify variances, and take proactive action to meet targets.
  • Manage, coach, and develop team members, addressing performance issues promptly and encouraging potential growth.
  • Organize and plan team development based on business needs, ensuring members are well-equipped with the skills and knowledge required.
  • Implement continuous improvements to enhance team efficiency and effectiveness, applying systems thinking in day-to-day operations.
  • Lead the team through corporate changes, maintaining commitment to company strategy, customer needs, and business goals.
  • Ensure adherence to company and legal standards to maintain consistent quality output.
  • What we're looking for:
  • Proven people management experience.
  • At least 2 years of customer service experience, ideally within financial services or life and pensions industries.
  • Strong planning and organizational skills.
  • Excellent communication and relationship-building abilities.
  • Analytical and problem-solving skills.
  • Understanding of processes, systems, and product knowledge.
  • Awareness of commercial considerations and regulations.
  • Knowledge of FSA compliance regulations to ensure no breaches.

Benefits:

  • 33 days including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Personal and career development opportunities to progress your aspirations within the company as well as 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, including your weekly food shop, holidays and electrical goods
  • Cycle to Work Scheme & Interest free Season Ticket loans
  • A companywide 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
Diligenta
Company 
Location 

Bristol

Employment Hours 

Full Time

Employment Type 

Permanent

Salary 

£29,003 - £36,253 per annum

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