Customer Service Team Manager

JR United Kingdom; Dunfermline; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in life and pensions administration is seeking a Team Manager to enhance their Customer Operations in Edinburgh. This role involves leading a team, driving performance, and ensuring exceptional service delivery. The ideal candidate will have managerial experience, strong communication skills, and a genuine desire to develop their team's capabilities.

Benefits

33 days holiday including Bank Holidays

Annual discretionary bonus scheme

Career development opportunities

Discounted shopping platform access

Cycle to Work Scheme

Wellbeing programme with Employee Assistance

Contributory pension scheme

Group Life Assurance

Group Income Protection

Moments that Matter policies

Qualifications

• At least 1 year experience in managerial role within financial services or office setting.
• Strong communication skills; ability to engage and motivate team.
• Proficiency in MS Office and willingness to adopt new technologies.

Responsibilities

• Lead and inspire a team to deliver outstanding customer service.
• Coach team through performance management and develop training plans.
• Resolve operational challenges and implement solutions for efficiency.

Skills

Problem-solving

Decision-making

Time management

Organisational skills

Communication

Team leadership

Data analytics

Tools

MS Excel

MS Word

Job description

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Client:

Diligenta - a subsidiary of Tata Consultancy Services

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

28.06.2025

Expiry Date:

12.08.2025

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Job Description:

Team Manager

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

We're expanding our leadership team and have an exciting opportunity for a Team Manager position within our LBG Account in Edinburgh. As a Team Manager, you'll play a pivotal role in coaching, motivating, and inspiring our Customer Operations Representatives to deliver outstanding service to our customers. This is more than just a managerial role? it's about empowering your team to succeed while driving continuous improvement and ensuring we meet our operational goals

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.
• Be 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 a managerial role preferably within back office or contact centre, financial services, life and pensions or office 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.
• 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

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!