Customer Service Team Manager

JR United Kingdom; Broughton; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Customer Service Team Manager in Broughton to coach and motivate a team, driving operational excellence. The role involves resolving challenges, maintaining communication, and fostering team growth within a high-performance culture. Experience in management is essential, with opportunities for personal and career development in an innovative environment.

Benefits

33 days leave including Bank Holidays

Annual discretionary bonus scheme

Opportunities for personal and career development

Access to Perks at Work

Cycle to Work Scheme

Interest-free Season Ticket loans

Wellbeing programs

Contributory pension scheme up to 6%

Group Life Assurance

Income Protection

Qualifications

• At least 1 year of managerial experience, preferably in relevant sectors.
• Strong communication skills to engage and motivate teams.
• Eagerness to adopt new technologies.

Responsibilities

• Lead and inspire a team of Customer Operations Representatives.
• Coach and mentor team members through performance management.
• Use data analytics to track performance and identify development areas.

Skills

Problem-solving

Decision-making

Time management

Organizational skills

Communication

Team growth support

Proficiency in MS Excel

Proficiency in MS Word

Job description

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Customer Service Team Manager, Broughton

Client: Diligenta - a subsidiary of Tata Consultancy Services

Location: Broughton, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 3

Posted: 28.06.2025

Expiry Date: 12.08.2025

Job Description:

Team Manager

Who are Diligenta?

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. A business described as ‘home’ by existing employees, we foster a culture founded on positive change and development.

Summary of the role

We're expanding our leadership team and have an exciting opportunity for a Team Manager within our LBG Account in Edinburgh. As a Team Manager, you'll coach, motivate, and inspire Customer Operations Representatives to deliver outstanding service. This role involves empowering your team to succeed, driving continuous improvement, and meeting operational goals.

What you’ll be doing

• Lead and inspire a team of Customer Operations Representatives, fostering a high-performance culture focused on excellence and customer satisfaction.
• Coach and mentor your team through performance management, one-to-ones, and tailored development plans to ensure growth.
• Maintain open, transparent communication within the team, aligning with business goals and fostering collaboration.
• Resolve operational and performance challenges, implementing solutions to enhance efficiency and customer experience.
• Use data analytics to make informed decisions, track performance, and identify development areas.
• Develop and implement training plans to keep skills aligned with business needs.
• Continuously seek innovation and excellence, actively improving services and operations.

What we’re looking for

• At least 1 year of managerial experience, preferably in back office, contact centres, financial services, life and pensions, or office settings.
• A passion for problem-solving, decision-making, and making a difference within a team environment.
• Strong time management and organizational skills to handle multiple priorities.
• Excellent written and verbal communication skills to engage and motivate others.
• Proficiency in MS Excel and Word, with eagerness to adopt new technologies.
• A genuine desire to support team growth and deliver exceptional customer experiences.
• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Opportunities for personal and career development within the company and globally through Tata Consultancy Services.
• Access to Perks at Work, offering discounts on goods and services.
• Cycle to Work Scheme & Interest-free Season Ticket loans
• Wellbeing programs, Employee Assistance, and other support resources.
• Moments that Matter policies, including Carer’s Leave, Foster Leave, and Retirement Leave.
• Contributory pension scheme (up to 6%), Group Life Assurance, and Income Protection.

If you need assistance or adjustments during the recruitment process, please inform us.

Ready to advance your career? Apply today and join our innovative team!