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Head of Customer Service

JR United Kingdom

City of Edinburgh

On-site

GBP 55,000 - 80,000

Full time

5 days ago
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Job summary

A leading company in financial services is seeking a Head of Voice to lead their Customer Service Centre in Edinburgh. The role encompasses ensuring compliance with service delivery standards, nurturing client relationships, and leading operational strategies for improvement. The company offers a dynamic work environment focused on employee development and customer satisfaction.

Benefits

33 days holiday including Bank Holidays
Annual discretionary bonus scheme
Personal and career development opportunities
Access to Perks at Work discounts
Cycle to Work Scheme & Interest-free Season Ticket loans
Wellbeing programmes and resources
Contributory pension scheme

Qualifications

  • Experience in leadership within large-scale contact centres.
  • Operational planning, P&L accountability skills.
  • Expertise in workflow and process management.

Responsibilities

  • Lead the Voice Customer Service Centre to ensure high-quality service delivery.
  • Manage stakeholder relationships and service improvements.
  • Develop and coach team members for optimal performance.

Skills

Leadership experience
Operational planning
Data-driven decision-making
Process management
Customer service management

Education

Experience in financial or professional services

Job description

Social network you want to login/join with:

Diligenta - a subsidiary of Tata Consultancy Services

Location:

Edinburgh, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

2

Posted:

26.06.2025

Expiry Date:

10.08.2025

Job Description:

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 that has been described as ‘home’ by existing employees, we drive a culture founded on positive change and development.

Summary of the role

An exciting opportunity has arisen for a Head of Voice to join the Operations Function at Diligenta.

As Head of Voice, you will lead the Voice Customer Service Centre, ensuring high-quality customer outcomes across the LBG UK Account in line with contractual SLAs and regulatory standards.

You will inspire and empower teams to deliver exceptional customer experiences, nurture future leaders, build strong client relationships, support growth opportunities, and drive client satisfaction.

  • 33 days including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Personal and career development opportunities within the company and Tata Consultancy Services
  • Access to Perks at Work discounts on goods and services
  • Cycle to Work Scheme & Interest-free Season Ticket loans
  • Wellbeing programmes, including Employee Assistance and financial wellbeing resources
  • Moments that Matter policies, such as Carer’s Leave, Foster Leave, and Retirement Leave
  • Contributory pension scheme with up to 6% matching, Group Life Assurance, and Income Protection

What you’ll be doing

  • Ensuring service delivery meets contractual, regulatory, and legal standards, including FCA, SM&CR, AML, DPA, and TCF principles.
  • Leading customer service processes to maintain quality and performance.
  • Sponsoring strategic programmes and identifying growth opportunities with clients.
  • Building client partnerships and delivering service improvements through efficiency and best practices.
  • Managing stakeholder relationships within governance frameworks.
  • Coordinating with IT, Change, HR, and Risk teams for seamless service delivery.
  • Developing and coaching team members, ensuring governance and risk management.
  • Optimising resource management and promoting a skilled, flexible workforce.

What we’re looking for

  • Leadership experience in large-scale contact centres, preferably in financial or professional services.
  • Understanding of technology's role in operations, with experience managing multidisciplinary teams in regulated environments.
  • Operational planning, P&L accountability, and revenue generation skills.
  • Expertise in workflow, people, and process management for high productivity.
  • Financial services background, knowledge of life, pensions, and investments (desirable).
  • Data-driven decision-making and analytical skills.
  • Experience delivering high service levels and managing costs through redesign and process improvements.
  • Experience in contact centre transformation, digitisation, and driving change for efficiency.

If you need assistance or adjustments during the recruitment process due to health, disability, or other reasons, please let us know.

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

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