Diligenta Careers Internal

About This Role

Summary of the role

To work as part of a team responsible for the provision of a centralised training and independent audit function and to support the call centre operators in delivery of great customer outcomes. The role also includes using strong communication and accurate administration skills when dealing with customer demands and carrying out any associated tasks in support of effective service delivery across back office administration, call centre or service centre functions as appropriate.

What you’ll be doing

Preparation and delivery of product, system, process and soft skills training for the Contact Centre. This includes; new entrant training, multi skill training, refresher training and ad hoc training sessions for mailings etc and process/queue training
Assessment and audit of Operator calls, focusing on compliance adherence, technical content and customer service delivery
Delivery of one on one feedback and coaching to improve performance following identification of development areas through quality audits.
Root cause analysis, providing relevant evidence along with suggestions for improvement of quality
Demonstrate behaviours which support the delivery of great customer outcomes through the effective management of Conduct Risk, identifying and raising emerging risks as appropriate
Observe contractual and legal obligations by adhering at all times to Diligenta's corporate policies, procedures and guidelines. This includes, but is not limited to, Data Protection, Information Security, Anti-Financial Crime and other Compliance related Policies
Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures
Manage own workload to ensure personal and team targets are met

What we’re looking for

Qualified to GCSE standard or equivalent, must include a Minimum of 5 GCSE’s to include Maths and English C and above (or equivalent)
Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential
Strong knowledge of Pearl, NPI & LL Pensions and or Pearl, NPI & LL Life, SunLife products, systems and processes
Experience in training delivery and preparation
Accredited soft skills trainer preferred but not essential
Good working knowledge of Word and Power Point
Ability to multi skill and manage and retain multi product information and have Knowledge of compliance regulations in respect of the Financial Services Authority
Must possess and demonstrate a helpful, can-do and service-oriented outlook
The ability to work under pressure and meet tight deadlines
Must be self-motivated, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure

The hiring manager to contact is: Joanne Carter Email: joanne.carter@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

Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group

Quality Auditor & Trainer

About This Role

Apply for this role:

Latest Opportunities

Quality Auditor

Trainee Technical Consultant

Corporate Incident Team Manager