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- Tasks: Lead the development and management of telephony systems for enhanced efficiency and innovation.
- Company: Diligenta is a top-tier Life and Pensions Administration Service provider focused on customer service.
- Benefits: Enjoy 33 days off, private healthcare, and access to exclusive discounts and wellbeing programmes.
- Why this job: Join a culture of positive change, innovation, and professional growth within a supportive environment.
- Qualifications: Strong leadership skills and knowledge of modern telephony technologies are essential.
- Other info: Opportunities for personal development through our Diligenta Leadership 'Step' Pathway.
The predicted salary is between 43200 - 72000 £ per year.
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:
The Telephony Lead will lead the strategic development, optimization, and management of telephony systems, ensuring they align with the organization's wider approach. The role involves leveraging new technologies to drive innovation, efficiency, and cost savings within the contact centre operations. As a key liaison with senior management, the Telephony Lead will ensure that telephony solutions not only meet current business needs but also future proof the organization's communications infrastructure.
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.
Benefits:
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Car Allowance
- Private Healthcare
- 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
What you'll be doing:
- Develop and implement a forward-looking telephony strategy that supports the organization's One Diligenta objectives, promoting unified and standardized telephony solution across all departments
- Lead the integration of new technologies, such as AI-driven communication tools, cloud-based telephony solutions, and advanced analytics, to enhance the contact centre's operational efficiency and customer experience
- Oversee the installation, configuration, and maintenance of telephony hardware and software
- Develop disaster recovery and business continuity plans for telephony systems
- Stay at the forefront of telephony innovations, evaluating and implementing new technologies that can offer competitive advantages, cost savings, and improved service delivery
- Lead projects aimed at consolidating telephony systems and services, driving economies of scale, and reducing redundancy
- Troubleshoot and resolve telephony issues, working closely with Core IT / Telephony support teams
- Oversee the telephony budget, ensuring it aligns with the financial goals of the organization and supports the strategic direction of the enterprise
- Provide mentorship and professional development opportunities to ensure the team stays current with industry trends and technological advancements
- Collaborate with management, staying up to date on industry trends and emerging technologies to ensure telephony infrastructure remains current and competitive
What we're looking for:
- Advanced leadership capabilities with a track record of managing high-performing teams
- Deep understanding of modern telephony technologies, including cloud-based solutions, AI-driven tools, and unified communications platforms
- Strong business acumen with the ability to align technical initiatives with broader business strategies
- Excellent communication skills, with the ability to influence senior management and promote cross-departmental collaboration
- Strategic thinking with a focus on innovation, cost reduction, and long-term sustainability
- In-depth knowledge of telephony and contact centre technologies
- End-to-End Telephony Architecture
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!
Contact Detail:
Sanderson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephony Lead
✨Tip Number 1
Familiarise yourself with the latest telephony technologies, especially cloud-based solutions and AI-driven tools. This knowledge will not only help you in interviews but also demonstrate your commitment to staying ahead in the industry.
✨Tip Number 2
Network with professionals in the telephony and contact centre sectors. Engaging with others in the field can provide insights into current trends and challenges, which you can discuss during your interview to showcase your understanding of the role.
✨Tip Number 3
Prepare to discuss your leadership experiences in detail. Highlight specific examples where you've successfully managed teams or projects, particularly those that involved implementing new technologies or improving operational efficiency.
✨Tip Number 4
Research Diligenta's values and objectives, particularly their focus on customer service and innovation. Tailoring your conversation to align with their mission will show that you're not just looking for any job, but are genuinely interested in contributing to their success.
We think you need these skills to ace Telephony Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and understanding of telephony technologies. Use specific examples that demonstrate your ability to manage teams and implement innovative solutions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how your strategic thinking aligns with Diligenta's objectives. Mention any relevant experience with AI-driven tools or cloud-based solutions.
Showcase Relevant Skills: Emphasise your communication skills and business acumen in your application. Provide examples of how you've influenced senior management or collaborated across departments to achieve goals.
Research Diligenta: Familiarise yourself with Diligenta's vision and values. Understanding their approach to telephony and customer service will help you tailor your application and demonstrate your fit for the role.
How to prepare for a job interview at Sanderson
✨Showcase Your Leadership Skills
As a Telephony Lead, you'll be expected to manage high-performing teams. Prepare examples of how you've successfully led teams in the past, focusing on your leadership style and how you foster collaboration and innovation.
✨Demonstrate Technical Knowledge
Familiarise yourself with modern telephony technologies, especially cloud-based solutions and AI-driven tools. Be ready to discuss how these technologies can enhance operational efficiency and customer experience in a contact centre setting.
✨Align with Business Objectives
Understand Diligenta's One Diligenta objectives and think about how your telephony strategy can support these goals. Be prepared to discuss how you would align technical initiatives with broader business strategies during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, particularly around troubleshooting telephony issues or implementing new technologies. Think through potential scenarios and how you would approach them, demonstrating your strategic thinking and innovation.
