Who are Diligenta?
Diligenta’s vision is to be acknowledged as a 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 founded on positive change and development.
Summary of the role
We’re expanding our leadership team and have several exciting opportunities for Team Managers within our Phoenix Standard Life Account in Edinburgh. As a Team Manager you will coach, motivate and inspire our Customer Operations Representatives to deliver outstanding service to our customers. This is more than a managerial role; it is about empowering your team to succeed while driving continuous improvement and ensuring we meet our operational goals.
‑ 12 months fixed‑term contract. Successful candidates will receive support through enrolment in the appropriate level of the Diligenta Leadership ‘Step’ Pathway (subject to eligibility criteria). The Pathway drives quality and consistency across the organisation.
Salary
£28,000‑£32,000 per year.
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) to save on a wide range of goods and services
* Cycle to Work Scheme & interest‑free season ticket loans
* Company‑wide wellbeing programme, including an Employee Assistance Programme and other resources to support mental, physical and financial wellbeing
* Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
* A contributory company pension scheme with a 6% match, Group Life Assurance (‘Death in Service’) & Group Income Protection
* Apply to find out about our other benefits
What you will be doing
* Lead and inspire a team of Customer Operations Representatives, fostering a high‑performance culture of excellence and customer satisfaction
* Coach and mentor your team through performance management, one‑to‑ones and tailored development plans to ensure personal and professional growth
* Serve as the key point of contact for open, transparent communication within the team, ensuring alignment with business goals and creating a collaborative environment
* Resolve operational and performance challenges, implementing solutions that enhance team efficiency and customer experience
* Use data analytics to make informed decisions, track performance and identify areas for team development
* Develop and implement training plans to ensure your team’s skills remain aligned with business needs
* Continuously strive for innovation and excellence, playing an active part in improving services and operations
What we are looking for
* Proven experience in team management, preferably within contact centre, financial services, life and pensions or corporate setting
* A passion for problem‑solving, decision‑making and making a real difference within a team environment
* Strong time management and organisational skills to juggle multiple priorities effectively
* Excellent communication skills, both written and verbal, with the ability to engage and motivate others
* Proficiency in MS Excel and Word, and an eagerness to embrace new technologies and systems
* A genuine desire to support your team’s growth while delivering an exceptional customer experience
Equal Opportunities
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Apply for this role
* Do you hold valid Right to Work in the UK?
* Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)?
* Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit‑related proceedings which have or have not been satisfied?
* Have you been referred for this position by a Diligenta employee?
* Have you previously worked for Tata Consultancy Services (TCS)?
* Attach CV
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