Total 4 job vacancies by Diligenta

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.

Summary of the role

Lead, manage, and inspire a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service. As a Team Leader, you'll oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals. This role is ideal for a motivated leader with a passion for driving team success and delivering exceptional customer service.

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) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing

• Queue Management: Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels. Allocate and manage team members across required work/customer queues switching between queues as necessary.
• Performance Monitoring: Use MI data to track team performance, system compliance, and take corrective actions as needed
• Resource Planning: Plan and allocate team capacity for optimal utilisation, including training for versatility and improving customer outcomes
• People Management: Lead, coach, and motivate team members, set and monitor performance targets, and conduct daily briefings
• Issue Escalation: Inform Customer Services Manager of any threats to production or work completion, and escalate unresolved issues promptly to avoid failures
• Performance Metrics: Track and report on key performance indicators, including quality, productivity, compliance, and employee engagement

What we're looking for

• Proven experience in excellent team management is crucial, with a strong ability to lead, motivate, and develop a high-performing team
• Ability to manage effectively in a fast-paced environment, adapting quickly to changing demands and priorities
• Proven ability to plan, organise, and manage tasks efficiently, including delivering results both individually and through teams
• Capable of analysing issues, generating solutions, and making data-backed decisions
• Previous Financial Services experience (desirable, not essential as training is provided)

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.

Ready to take the next step in your career? Apply today and become part of our innovative team!

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.

Summary of the role

Lead, manage, and inspire a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service. As a Team Leader, you'll oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals. This role is ideal for a motivated leader with a passion for driving team success and delivering exceptional customer service.

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) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing

• Queue Management: Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels. Allocate and manage team members across required work/customer queues switching between queues as necessary.
• Performance Monitoring: Use MI data to track team performance, system compliance, and take corrective actions as needed
• Resource Planning: Plan and allocate team capacity for optimal utilisation, including training for versatility and improving customer outcomes
• People Management: Lead, coach, and motivate team members, set and monitor performance targets, and conduct daily briefings
• Issue Escalation: Inform Customer Services Manager of any threats to production or work completion, and escalate unresolved issues promptly to avoid failures
• Performance Metrics: Track and report on key performance indicators, including quality, productivity, compliance, and employee engagement

What we're looking for

• Proven experience in excellent team management is crucial, with a strong ability to lead, motivate, and develop a high-performing team
• Ability to manage effectively in a fast-paced environment, adapting quickly to changing demands and priorities
• Proven ability to plan, organise, and manage tasks efficiently, including delivering results both individually and through teams
• Capable of analysing issues, generating solutions, and making data-backed decisions
• Previous Financial Services experience (desirable, not essential as training is provided)

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.

Ready to take the next step in your career? Apply today and become part of our innovative team!

Salary of £23,088 per year

Monday to Friday, with working hours between 08:30am - 5pm

37 hours per week

Telford, TF3 4NB

Join our team as a Customer Operations Representative in Telford and contribute to our commitment to delivering outstanding service to every customer. A successful Customer Operations Representative values compassion and empathy as they provide support to customers as well as advising members on policy details, resolving queries, and collaborating with financial advisors through multiple communication channels. This will include both email conversations and outbound telephone work. With numerous opportunities available due to our expanding operations, you'll benefit from a location with limited free parking and multiple transports link within walking distance of the office. We can offer you flexible working hours without evening or weekend shifts, allowing for a healthy work-life balance.

Benefits:

• We offer 23 days holiday (plus bank holidays)
• Excellent employee wellbeing and assistance support programmes
• A contributory company pension scheme
• There are kitchenettes areas throughout our site, as well as a spacious cafeteria, offering both hot and cold choices.
• Expansive employee discount site saving you money on anything from your weekly food shop, to holidays, electrical goods, and financial services.
• Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services).

What we're looking for:

• Passion for assisting individuals and delivering exceptional service.
• Previous experience in customer-focused sectors such as call centre operations, retail, hospitality, travel is highly regarded.
• Strong communication skills with a consistently positive attitude.
• Be able to efficiently and accurately input data into systems.
• Basic proficiency in Microsoft Office applications such as Word and Excel, along with fundamental computer competency.

About us:

Here at Diligenta, we are proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 million customers. Our vision is to be the 'Customer Experience Partner' for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We impact peoples' lives every day, be it helping pay for a loved one's funeral or providing someone with their pension funds for a happy retirement.

Join Diligenta and make an impact, start your application today.

Salary of £23,088 per year

Monday to Friday, with working hours between 08:30am - 5pm

37 hours per week

Telford, TF3 4NB

Join our team as a Customer Operations Representative in Telford and contribute to our commitment to delivering outstanding service to every customer. A successful Customer Operations Representative values compassion and empathy as they provide support to customers as well as advising members on policy details, resolving queries, and collaborating with financial advisors through multiple communication channels. This will include both email conversations and outbound telephone work. With numerous opportunities available due to our expanding operations, you'll benefit from a location with limited free parking and multiple transports link within walking distance of the office. We can offer you flexible working hours without evening or weekend shifts, allowing for a healthy work-life balance.

Benefits:

• We offer 23 days holiday (plus bank holidays)
• Excellent employee wellbeing and assistance support programmes
• A contributory company pension scheme
• There are kitchenettes areas throughout our site, as well as a spacious cafeteria, offering both hot and cold choices.
• Expansive employee discount site saving you money on anything from your weekly food shop, to holidays, electrical goods, and financial services.
• Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services).

What we're looking for:

• Passion for assisting individuals and delivering exceptional service.
• Previous experience in customer-focused sectors such as call centre operations, retail, hospitality, travel is highly regarded.
• Strong communication skills with a consistently positive attitude.
• Be able to efficiently and accurately input data into systems.
• Basic proficiency in Microsoft Office applications such as Word and Excel, along with fundamental computer competency.

About us:

Here at Diligenta, we are proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 million customers. Our vision is to be the 'Customer Experience Partner' for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We impact peoples' lives every day, be it helping pay for a loved one's funeral or providing someone with their pension funds for a happy retirement.

Join Diligenta and make an impact, start your application today.