Head of Customer Service

Diligenta - a subsidiary of Tata Consultancy Services; City of Edinburgh; On-site; GBP 60,000 - 90,000; Full time

Job summary

Diligenta, a subsidiary of Tata Consultancy Services, is seeking a Head of Voice to lead their Customer Service Centre. This role emphasizes delivering exceptional customer experiences and strategic operational improvements within the financial services sector. Ideal candidates will have significant leadership experience in a large contact centre, focusing on compliance and efficiency.

Benefits

33 days holiday including Bank Holidays

Annual discretionary bonus scheme

Personal and career development opportunities

Access to Perks at Work platform

Cycle to Work Scheme

Companywide Wellbeing programme

Contributory pension scheme with company match

Qualifications

• Extensive leadership experience in large-scale contact centres, especially in financial services.
• Strong understanding of technology to enhance operations.
• Expertise in driving commercial performance and efficiency.

Responsibilities

• Lead the Voice Customer Service Centre ensuring high-quality outcomes.
• Build and maintain strong client relationships to drive growth.
• Ensure compliance with regulatory standards across service delivery.

Skills

Leadership

Operational Planning

Client Relationship Management

Data-driven Decision Making

Job description

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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

An Exciting opportunity has come available 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 the delivery of high-quality customer outcomes across the LBG UK Account in alignment with contractual SLAs and regulatory standards.

You will play a key role in inspiring and empowering teams to deliver exceptional customer experiences, while nurturing future leaders. You'll also be responsible for building strong, lasting relationships with the client, supporting future growth opportunities and driving high client satisfaction.

• 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

• Ensuring consistent service delivery to meet contractual, regulatory, and legal standards, including compliance with FCA, SM&CR, AML, DPA, and TCF principles.
• Leading customer service processes in line with contractual agreements, maintaining quality and performance expectations.
• Sponsoring key strategic programmes and identifying growth opportunities with clients, converting them into revenue-generating services or expanded offerings.
• Building strong client partnerships, working within the Operations Management Team to deliver service improvements, drive efficiency (offshoring, automation), and share best practices.
• Acting as the key stakeholder manager for parts of the LBG oversight team within the joint governance and oversight model.
• Managing cross-functional dependencies, influencing internal teams such as IT, Change, HR, and Risk to ensure smooth service delivery.
• Developing and coaching direct reports, ensuring effective governance, risk management, and a strong operational control framework across client sites.
• Optimising resource management, promoting flexibility through a multi-skilled workforce, clear communication of strategic goals, and strong performance management.

What we’re looking for

• Extensive leadership experience in large-scale contact centres, ideally within financial or professional services.
• Strong understanding of how technology can enhance operations, with experience leading multi-disciplinary teams in regulated environments.
• Proven ability in operational planning, P&L accountability, and revenue generation, driving commercial performance.
• Expertise in workflow, people, and process management, delivering high productivity and efficiency across contact centre operations.
• Solid background in financial services, with knowledge of life, pensions, and investment products (desirable but not essential).
• Data-driven and analytical, using insight to inform decisions and improve performance.
• Track record of delivering high service levels in environments with service credit regimes, while effectively managing costs through redesign and process optimisation.
• Experience in contact centre transformation and digitisation, with evidence of driving change and achieving significant headcount efficiencies.

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 tea

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Finance

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