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:
1. Planning and managing resources to ensure that service levels are maintained to agreed standards.
2. Working with the management team to develop, maintain and improve the customer service experience.
3. Developing and implementing measurable processes to improve operational efficiency, the customer experience, and staff retention.
4. Coaching, developing, and managing direct reports to achieve their full potential through operational objectives that drive business performance.
5. Ensuring perf...