Team Manager

Diligenta Limited; Glasgow; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading services provider in Glasgow is seeking a Team Manager to lead and inspire Customer Operations Representatives. The role emphasizes coaching and mentorship to drive excellence and customer satisfaction. The ideal candidate will have at least one year of team management experience and strong communication skills. You will foster a high-performance culture while resolving operational challenges and implementing training plans. This position offers competitive salary and comprehensive benefits.

Benefits

33 days including Bank Holidays

Annual discretionary bonus scheme

Personal and career development opportunities

Access to Perks at Work platform

Cycle to Work Scheme

Company pension scheme with contributions matched up to 6%

Employee Assistance Programme

Qualifications

• Minimum of 1 year experience in team management, preferably in a contact centre or financial services.
• Strong organisational skills to manage multiple priorities.
• Passionate about team support and customer experience.

Responsibilities

• Lead and inspire a team of Customer Operations Representatives.
• Coach your team through performance management and development plans.
• Resolve operational challenges while enhancing customer experience.
• Implement training plans to align team skills with business needs.

Skills

Team management

Problem-solving

Time management

Communication skills

Proficiency in MS Excel

Job description

Team Manager

Salary: From £28,000-£32,000 per year

Diligenta’s vision is to be acknowledged as a 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. We have been described as a ‘home’ by existing employees and drive a culture founded on positive change and development.

Summary of the role

We are expanding our leadership team and have an exciting opportunity for a Team Manager within our Phoenix Standard Life Accountin [sic] Glasgow team. As a Team Manager, you will coach, motivate, and inspire our Customer Operations Representatives to deliver outstanding service to our customers. It is more than just a managerial role; it is 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 via our global parent company, Tata Consultancy Services
• Access to Perks at Work—an online discounted shopping platform for a wide range of goods and services
• Cycle to Work Scheme & interest‑free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other 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% plus Group Life Assurance (Death in Service) & Group Income Protection
• Apply to find out about our other benefits

What you’ll 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.
• Serve as 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’re looking for

• At least 1 year of 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!