Diligenta Careers Internal

About This Role

Summary of the role

Your role will be to lead, manage and inspire a team of Customer Service Representatives to achieve service levels and key objectives within Operations.
The Team Leader is responsible for customer service delivery and all aspects of people management and development. They will provide leadership and support and continuously work with team members to raise capability, nurture talent and deliver desired outcomes for our customers, our business and our clients.

This will be within the Voice space and is a maternity cover for 12 months.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

What you’ll be doing

Lead, manage, develop and inspire team members
Active management of team and workload, delivering high level of quality service
Full understanding and application of all relevant Company procedures (for example Health and Safety and Human Resource policies)
Ensure Performance Management system is operating effectively and that all people processes and procedures are followed
To ensure operational compliance with Company, regulatory and legislative requirements.
Act as a point of escalation for complaints as and when required
Make decisions in line with Treating Customers Fairly principles outlined by the FCA
To continually monitor and challenge performance to improve customer experience and drive efficiencies
Ensure departmental KPIs are delivered by using effective resource and contingency planning
Contribute to area management team, identifying problems, proposing and implementing solutions at a team/area level
Liaise with other operational teams to improve service/working practices
Lead local projects and participate in wider projects where required
Achieve and maintain Overseer competence under FCA guidelines
Financial Controls – Ensure all expenditure commitments and payments are properly authorised, controlled and monitored, in accordance with delegated authority requirements

What we’re looking for

To retain the Team Leader role – CF1, FA1 and FA2 will need to be acquired within the agreed timelines
Relevant people management experience desirable, not essential
Effective networking and relationship building skills
Can both deliver and receive feedback in a constructive manner to drive positive outcomes
Open minded approach to dealing with ideas and suggestions from colleagues and customers
Relevant industry / financial services experience is desirable
Understanding of regulatory requirements - financial qualifications desirable
Ability to understand, interpret, produce and analyse statistical information
Good knowledge and understanding of TCF outcomes and how they relate to all aspects of Customer Service

The hiring manager to contact is: Laura Pickering HM Name Email: Laura.Pickering@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Team Leader

About This Role

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