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- Tasks: Lead and inspire a team to deliver exceptional customer service and drive continuous improvement.
- Company: Diligenta is a leading Life and Pensions Administration Service provider focused on customer service excellence.
- Benefits: Enjoy 33 days off, bonuses, personal development, and a wellbeing programme.
- Why this job: Join a supportive culture that values growth, innovation, and making a real impact.
- Qualifications: 1 year of managerial experience, strong communication skills, and proficiency in MS Office required.
- Other info: Flexible adjustments available during the recruitment process for all candidates.
The predicted salary is between 28500 - 35600 £ per year.
About This Role
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: We\’re expanding our leadership team and have several exciting opportunities for Team Managers within our Phoenix Standard Life Account in Edinburgh. As a Team Manager, you\’ll play a pivotal role in coaching, motivating, and inspiring our Customer Operations Representatives to deliver outstanding service to our customers. This is more than just a managerial role; it\’s about empowering your team to succeed while driving continuous improvement and ensuring we meet our operational goals.
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 will be doing:
- Lead and inspire a team of Customer Operations Representatives, fostering a high-performance culture of excellence and customer satisfaction
- Coach and mentor your team through performance management, one-to-ones, and tailored development plans to ensure personal and professional growth
- Be the key point of contact for open, transparent communication within the team, ensuring alignment with business goals and creating a collaborative environment
- Resolve operational and performance challenges, implementing solutions that enhance both team efficiency and customer experience
- Use data analytics to make informed decisions, track performance, and identify areas for team development
- Develop and implement training plans to ensure your team\’s skills are always aligned with business needs
- Continuously strive for innovation and excellence, playing an active part in improving our services and operations
What we are looking for:
- Proven experience in team management preferably within contact centre, financial services, life and pensions or corporate setting
- A passion for problem-solving, decision-making, and making a real difference within a team environment
- Strong time management and organisational skills to juggle multiple priorities effectively
- Excellent communication skills, both written and verbal, with the ability to engage and motivate others
- Proficiency in MS Excel and Word, and an eagerness to embrace new technologies and systems
- A genuine desire to support your team\’s growth while delivering an exceptional customer experience
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!
Apply for this role:
We know attending an interview can be daunting, especially if you\’ve not attended one for a while. We want to support you to succeed and hope you find this useful to help prepare. This is a great opportunity to showcase your skills and experiences. Click here to find out more.
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Team Manager employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager
✨Tip Number 1
Familiarise yourself with Diligenta's values and culture. Understanding their commitment to customer service and positive change will help you align your approach during interviews and discussions.
✨Tip Number 2
Prepare examples of how you've successfully led teams in the past. Highlight specific instances where you've motivated team members or resolved performance challenges, as this will demonstrate your managerial capabilities.
✨Tip Number 3
Showcase your analytical skills by discussing how you've used data to drive decisions in previous roles. Being able to articulate your experience with data analytics will be crucial for this position.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the team dynamics and expectations at Diligenta. This can provide you with valuable information to tailor your approach during the application process.
We think you need these skills to ace Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant managerial experience, particularly in customer operations or financial services. Use specific examples that demonstrate your ability to lead and inspire a team.
Craft a Compelling Cover Letter: In your cover letter, express your passion for problem-solving and team development. Mention how your leadership style aligns with Diligenta's vision of excellence and customer satisfaction.
Highlight Relevant Skills: Emphasise your strong communication skills and proficiency in MS Excel and Word. Provide examples of how you've used data analytics to drive performance improvements in previous roles.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in team performance or customer satisfaction scores. This will help demonstrate your impact as a leader.
How to prepare for a job interview at Diligenta
✨Showcase Your Leadership Skills
As a Team Manager, it's crucial to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully motivated your team in the past, focusing on specific outcomes and improvements.
✨Emphasise Communication Abilities
Excellent communication is key in this role. Be ready to discuss how you maintain open lines of communication within your team and how you handle performance management discussions effectively.
✨Highlight Problem-Solving Experience
Diligenta values problem-solving skills. Think of instances where you've resolved operational challenges or improved processes, and be prepared to share these stories during your interview.
✨Demonstrate Data-Driven Decision Making
Since the role involves using data analytics, be prepared to discuss how you've used data to track performance and make informed decisions in previous roles. This will show your analytical mindset and commitment to continuous improvement.