Social network you want to login/join with:Diligenta - a subsidiary of Tata Consultancy ServicesLocation:Edinburgh, United KingdomJob Category:OtherEU work permit required:YesJob Views:2Posted:26.06.2025Expiry Date:10.08.2025Job Description: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 roleAn exciting opportunity has arisen for a Head of Voice to join the Operations Function at Diligenta.As Head of Voice, you will lead the Voice Customer Service Centre, ensuring high-quality customer outcomes across the LBG UK Account in line with contractual SLAs and regulatory standards.You will inspire and empower teams to deliver exceptional customer experiences, nurture future leaders, build strong client relationships, support growth opportunities, and drive client satisfaction.33 days including Bank HolidaysEligibility for an annual discretionary bonus schemePersonal and career development opportunities within the company and Tata Consultancy ServicesAccess to Perks at Work discounts on goods and servicesCycle to Work Scheme & Interest-free Season Ticket loansWellbeing programmes, including Employee Assistance and financial wellbeing resourcesMoments that Matter policies, such as Carer’s Leave, Foster Leave, and Retirement LeaveContributory pension scheme with up to 6% matching, Group Life Assurance, and Income ProtectionWhat you’ll be doingEnsuring service delivery meets contractual, regulatory, and legal standards, including FCA, SM&CR, AML, DPA, and TCF principles.Leading customer service processes to maintain quality and performance.Sponsoring strategic programmes and identifying growth opportunities with clients.Building client partnerships and delivering service improvements through efficiency and best practices.Managing stakeholder relationships within governance frameworks.Coordinating with IT, Change, HR, and Risk teams for seamless service delivery.Developing and coaching team members, ensuring governance and risk management.Optimising resource management and promoting a skilled, flexible workforce.What we’re looking forLeadership experience in large-scale contact centres, preferably in financial or professional services.Understanding of technology's role in operations, with experience managing multidisciplinary teams in regulated environments.Operational planning, P&L accountability, and revenue generation skills.Expertise in workflow, people, and process management for high productivity.Financial services background, knowledge of life, pensions, and investments (desirable).Data-driven decision-making and analytical skills.Experience delivering high service levels and managing costs through redesign and process improvements.Experience in contact centre transformation, digitisation, and driving change for efficiency.If you need assistance or adjustments during the recruitment process due to health, disability, or other reasons, please let us know.Ready to advance your career? Apply today and join our innovative team.
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