Job Description

Team Manager

Salary: From \xc2\xa325938-\xc2\xa332423

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.

The Opportunity

Due to internal progression, we currently have a number of vacancies for Team Managers in the telephony and administration teams in the Lloyds Banking Group Account in Edinburgh.

This role is responsible for motivating, leading, coaching and develop our teams to continue to deliver excellent service to our customers. You will be accountable for the teams\' delivery and success against Customer Operations goals and measures.

You\'ll be:

• Leading, motivating and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers
• Acting as the key channel for open and timely communication both in and out of the team
• Raising, addressing, resolving and learning from both operational and performance issues within the team
• Identifying key areas for individual and team development in line with business requirements.
• Creating team training & development plans and ensuring any local training needs are met
• Performance management including 1 to 1s, coaching, training and development, always ensuring that our employees are managed in-line with our people policies and procedures
• Engaging and working collaboratively to drive success for the wider business gain
• Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.

• This is a permanent role available on a full time basis
• Our working hours are 35 hours per week, Monday to Friday between 8am and 6pm (flexible hours available) so no evening or weekend shifts that would impact on your family and social lives!
• We can offer hybrid work from home typically 2 days in the office and 3 days at home subject to business needs
• The salary for the role is up to \xc2\xa332, 000 based on skills and experience

• Strong leadership skills and experience of coaching and development
• Able to see the bigger picture and to think wider than the immediate team
• A strong self-developer who continually drives your own development

• Previous experience within Financial Services would be advantageous however is not essential.
• Experience of managing change and mitigating risk

• We offer 25 days holiday (plus bank holidays)
• Eligibility for an annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• A range of employee discounts saving you money on anything from your weekly food shop, to holidays, electrical goods and financial services

Diligenta