Complaints Team Leader

Diligenta; Peterborough; On-site; GBP 30,000 - 39,000; Full time

Job summary

Diligenta is seeking a Team Leader to manage a group of complaint handlers for pension scheme products. This role involves ensuring effective resolution of customer issues while adhering to service standards. Successful candidates will receive comprehensive training and development opportunities. We are looking for individuals with managerial experience and strong communication skills, particularly within the Financial Services sector.

Benefits

33 days including Bank Holidays

Eligibility for an annual discretionary bonus scheme

Personal and career development opportunities

Access to Perks at Work

Cycle to Work Scheme

Wellbeing programs and Employee Assistance Program

Contributory pension scheme with up to 6% matching

Group Life Assurance

Qualifications

• Minimum of 1 year's managerial experience.
• Exceptional written and verbal communication skills.
• Proficiency in MS Excel and Word.

Responsibilities

• Leading and managing a team of complaints handlers.
• Overseeing the handling and resolution of customer complaints efficiently.
• Acting as escalation point for complex complaints.

Skills

Problem-solving

Decision-making

Time management

Organizational skills

Communication

Education

GCSEs or equivalent, including Maths and English

Tools

MS Excel

MS Word

Job description

Salary: From £30,514.00 to £38,143.00

Who are Diligenta?

Diligenta's vision is to be acknowledged as the 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 described as 'home' by existing employees, we foster a culture founded on positive change and development.

Summary of the role

To lead, manage, and inspire a team of complaint handlers who investigate and resolve complaints for an automatic enrolment pension scheme product, ensuring customers are treated fairly and service levels are maintained. The role involves ensuring all customer complaints are addressed promptly and effectively.

Please note, as this is a people leadership role, the successful applicant will be supported to succeed through enrolment in our Diligenta Leadership 'Step' Pathway (subject to eligibility), designed to promote quality and consistency across the organization.

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities within the company and our global parent, Tata Consultancy Services
• Access to Perks at Work (discounted shopping platform)
• Cycle to Work Scheme & Interest-free Season Ticket loans
• Wellbeing programs, Employee Assistance Program, and resources supporting mental, physical, and financial health
• Moments that Matter policies, including Carer's Leave, Foster Leave, and Retirement Leave
• Contributory pension scheme with up to 6% matching, Group Life Assurance, and Income Protection
• Additional benefits available upon application

What you'll be doing

• Leading and managing a team of complaints handlers
• Overseeing the handling and resolution of customer complaints efficiently
• Providing guidance, support, and training to team members
• Monitoring team performance and implementing improvements
• Acting as escalation point for complex complaints
• Maintaining complaint records for reporting and regulatory compliance
• Ensuring compliance with relevant regulations and standards

What we're looking for

• Minimum of 1 year's managerial experience
• Problem-solving and decision-making skills
• Time management and organizational skills
• Experience managing teams within Financial Services, Life & Pension, or similar environments
• Exceptional written and verbal communication skills
• GCSEs or equivalent, including Maths and English
• Proficiency in MS Excel and Word, with a willingness to learn new systems