Team Leader

Diligenta Limited; Bristol; On-site; GBP 32,000 - 39,000; Full time

Job summary

A leading service provider in the UK is seeking a Team Leader in Bristol to lead a team of Customer Service Representatives. You will inspire your team to achieve operational goals, manage performance, and implement continuous improvements. Ideal candidates should have proven management experience, strong communication skills, and at least 2 years in customer service within financial services. This role comes with competitive benefits including a salary from £32,500-£38,143 per year and various employee perks.

Benefits

33 days including Bank Holidays

Annual discretionary bonus scheme

Personal and career development opportunities

Access to Perks at Work

Cycle to Work Scheme

Companywide Wellbeing programme

Comprehensive benefits policies

Contributory company pension scheme

Qualifications

• Proven people management experience.
• At least 2 years of customer service experience in financial services or life and pensions.
• Excellent communication and relationship-building abilities.

Responsibilities

• Lead and inspire a team of Customer Service Representatives.
• Regularly review team performance against objectives and take proactive actions.
• Manage, coach, and develop team members.

Skills

People management

Customer service

Planning skills

Communication skills

Analytical skills

Job description

Team Leader

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.
• Apply to find out about our other benefits.

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!