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:

• Leading, motivating and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers.
• Acting as the key channel for open and timely communication both in and out of the team.
• Raising, addressing, resolving and learning from both operational and performance issues within the team.
• Identifying key areas for individual and team development in line with business requirements.
• Creating team training & development plans and ensuring any local training needs are met.
• Performance management including 1 to 1s, coaching, training and development, always ensuring that our employees are managed in-line with our people policies and procedures.
• Engaging and working collaboratively to drive success for the wider business gain.
• Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.

You should apply if you:

• Have strong leadership skills and experience of coaching and development.
• Are able to see the bigger picture and to think wider than the immediate team.
• Are a strong self-developer who continually drives your own development.

Previous experience within Financial Services would be advantageous however is not essential.

The Perks

• We offer 25 days holiday (plus bank holidays)
• Eligibility for an annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
• Access to our Confidential Helpline is available to be used by you and your family.
• Develop your career through a wider global organisation of the TCS family.