Customer Service Lead

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

Due to continuous company growth and expansion, we are now hiring for two outstanding Customer Service Lead opportunities. Within this role, you will be managing the day-to-day operations within your department by overseeing several front and back office Team Managers. The main objective of this position is to deliver services to all customers that meet or exceed performance and cost targets, whilst ensuring that all regulatory and legal obligations are adhered to.

You'll be:

• Planning and managing resources to ensure that service levels are maintained to agreed standards.
• Working with the management team to develop, maintain and improve the customer service experience.
• Developing and implementing measurable processes to improve operational efficiency, the customer experience, and staff retention.
• Coaching, developing, and managing direct reports to achieve their full potential through operational objectives that drive business performance.
• Ensuring performance measures and development activities are in place and deliver business objectives.
• Developing and maintaining effective relationships with all stakeholders.
• Contributing to implementation of strategic initiatives.
• Developing and maintaining culture and behaviours that support the Diligenta vision and strategy.
• Adhering to the requirements of the Senior Managers and Certification Regime. Cooperating with the annual Fit and Proper checks and achieving annual certification by demonstrating competence and capability in the role.

You should apply if you:

• Can display outstanding knowledge and experience in people management within a processional setting.
• Have a good level of understanding of Financial Services and Operations.
• Can confidently communicate with key stakeholders, clients, and team members.
• Are work driven with a strong initiative to make important decisions and changes.
• Have outstanding verbal and written communication skills.

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