Customer Service Team Manager

Job DescriptionTeam Manager 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 roleWe're expanding our leadership team and have an exciting opportunity for a Team Manager position within our LBG 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 goalsWhat youll be doingLead 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 were looking forAt least 1 year of experience in a managerial role preferably within back office or contact centre, financial services, life and pensions or office 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.Benefits33 days including Bank HolidaysEligibility 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 goodsCycle 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 wellbeingA comprehensive set of Moments that Matter policies, such as Carers Leave, Foster Leave and Retirement LeaveA contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income ProtectionApply to find out about our other benefitsIf 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!

Created: 2025-06-23