Team Leader - 6 Months Fixed-term Contract
Who are Diligenta?
Our 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 internal progression, we currently have several vacancies for Team Managers in the telephony and administration teams in the Phoenix Standard Life Account in Edinburgh.
This role is responsible for coaching and developing our teams to continue to deliver excellent service to our customers. You will be accountable for the teams' delivery and success against Customer Operations goals and measures.
You'll be:
1. Leading, motivating and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers.
2. Acting as the key channel for open and timely communication both in and out of the team.
3. Raising, addressing, resolving and learning from both operational and performance issues within the team.
4. Identifying key areas for individual and team development in line with business requirements.
5. Creating team training & development plans and ensuring any l...