At a Glance
- Tasks: Lead and inspire a team to deliver outstanding customer service and achieve operational goals.
- Company: Diligenta, a leading Life and Pensions Administration Service provider with a supportive culture.
- Benefits: 33 days holiday, annual bonus, personal development, and wellbeing programmes.
- Other info: Opportunities for career growth within Diligenta and Tata Consultancy Services.
- Why this job: Join a dynamic team and make a real impact in transforming client operations.
- Qualifications: Proven people management and customer service experience, strong communication skills.
The predicted salary is between 32500 - 38143 £ per year.
Salary: From £32,500-£38,143 per year
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.
Summary of the role:
Lead and inspire a team of Customer Service Representatives to achieve operational goals and deliver outstanding service. As a Team Leader, you'll oversee performance, foster team development, and drive results in alignment with business and client objectives. 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.
- 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:
- Plan and optimize team resources to align with business goals, ensuring efficient workload management within budgets.
- Regularly review team performance against objectives, identify variances, and take proactive action to meet targets.
- Manage, coach, and develop team members, addressing performance issues promptly and encouraging potential growth.
- Organize and plan team development based on business needs, ensuring members are well-equipped with the skills and knowledge required.
- Implement continuous improvements to enhance team efficiency and effectiveness, applying systems thinking in day-to-day operations.
- Lead the team through corporate changes, maintaining commitment to company strategy, customer needs, and business goals.
- Ensure adherence to company and legal standards to maintain consistent quality output.
What we’re looking for:
- Proven people management experience.
- At least 2 years of customer service experience, ideally within financial services or life and pensions industries.
- Strong planning and organizational skills.
- Excellent communication and relationship‑building abilities.
- Analytical and problem‑solving skills.
- Understanding of processes, systems, and product knowledge.
- Awareness of commercial considerations and regulations.
- Knowledge of FSA compliance regulations to ensure no breaches.
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!
Team Leader in Bristol employer: Diligenta
Diligenta is an exceptional employer that prioritises employee development and well-being, offering a supportive work culture where team leaders can thrive. With comprehensive benefits including generous leave, a robust pension scheme, and access to personal growth opportunities through our Diligenta Leadership 'Step' Pathway, we empower our employees to achieve their career aspirations while fostering a positive environment that feels like home. Join us in transforming customer service within the life and pensions sector, and enjoy the unique advantages of being part of a global organisation committed to your success.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diligenta. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Diligenta before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Diligenta:Your cover letter is your chance to shine! Tell us why you want to work at Diligenta specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Diligenta!
How to prepare for a job interview at Diligenta
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
