Team Leader

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

Job summary

A leading financial services firm in Bristol seeks a Team Leader to guide a team of Customer Service Representatives. This role involves optimizing resources, reviewing performance, and fostering team development. Candidates should have proven people management and customer service experience, alongside strong planning and communication skills. The position offers a competitive salary and a range of benefits including career development and well-being programs.

Benefits

33 days holiday including bank holidays

Annual discretionary bonus scheme

Personal and career development opportunities

Access to Perks at Work platform

Cycle to Work Scheme

Contributory pension scheme

Wellbeing programme

Qualifications

• Proven people management experience.
• At least 2 years of customer service experience, ideally in financial services.
• Strong planning and organisational skills.

Responsibilities

• Plan and optimize team resources to align with business goals.
• Regularly review team performance against objectives and take proactive action.
• Manage, coach, and develop team members.

Skills

People management experience

Customer service experience

Planning skills

Organisational skills

Communication abilities

Analytical skills

Problem-solving 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.
• Organise 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 organisational 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!