Contact Centre Team Leader

TN United Kingdom; Peterborough; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Contact Centre Team Leader in Peterborough, where you'll inspire and manage a team of Customer Service Representatives. This role offers the opportunity to lead exceptional service delivery while fostering talent development. With a focus on customer satisfaction and operational excellence, you will play a key role in achieving business goals. Enjoy a supportive environment with personal and career development opportunities, hybrid working flexibility, and a comprehensive wellbeing program. If you're a motivated leader ready to make an impact, this is the perfect opportunity for you.

Benefits

Annual Discretionary Bonus

Cycle to Work Scheme

Interest Free Season Ticket Loans

Employee Assistance Programme

Contributory Pension Scheme

Wellbeing Programme

Personal Development Opportunities

33 Days Holiday Including Bank Holidays

Access to Perks at Work

Qualifications

• Proven experience in managing and developing teams.
• Strong communication and organizational skills are essential.

Responsibilities

• Lead and develop a team to ensure high-quality service delivery.
• Handle escalated customer complaints and ensure compliance with policies.

Skills

People Management

Communication Skills

Organizational Skills

Analytical Problem-Solving

Relationship Building

Job description

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Contact Centre Team Leader, Peterborough

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Client:

Location:

Peterborough, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

91f95bc56222

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

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.

Summary of the role:

• Lead, manage, and inspire a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service. As a Team Leader, you'll oversee customer service delivery, manage team performance, and foster talent development to meet business and client goals. This role is ideal for a motivated leader with a passion for driving team success and delivering exceptional customer service.
• Job Location: Onsite in Peterborough with hybrid flexibility after completion of probation (1-2 days/week from home).
• Working Hours: 37.5 hours, 5 days per week. Required to work 1 weekend on a month maximum with compensatory time off.
• 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:

• Lead, manage, and develop your team to ensure high-quality service delivery.
• Oversee team performance, ensuring compliance with company policies and regulatory requirements.
• Handle escalated customer complaints and make decisions aligned with Treating Customers Fairly (TCF) principles.
• Monitor and improve team performance, driving efficiencies and enhancing customer experience.
• Collaborate with other operational teams and lead local projects.
• Maintain financial controls and oversee expenditure within delegated authority.

What we're looking for:

• Proven experience in people management and development.
• Strong communication, planning, and organizational skills.
• Ability to adapt, motivate, and influence others.
• Analytical problem-solving skills with a creative approach to complex issues.
• Effective networking and relationship-building abilities.
• Experience in financial services and understanding of regulatory requirements preferred.
• Minimum 2 years of relevant management experience.