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 internal progression and company expansion, we are now looking for a Complaints Operations Manager to join our department to direct the delivery of performance to meet the needs of the Customer Services business, providing effective leadership for the function and participating in business strategy and projects as a key member of the senior management team.
You'll be:
1. Optimising resources in the teams to ensure SLAs and KPIs are met, using data to improve performance in line with the Diligenta vision.
2. Working with peers to proactively identify opportunities and innovations in the end-to-end customer journey to improve customer experience whilst reducing the operational cost base.
3. Improving colleague experience through enhanced management support and communication. Delivering improvement against data led plans, informed, and checked by colleague engagement surveys.
4. Implementing meaningful development plans and ensuring effective succession planning activi...