Head of Customer Service

JR United Kingdom; Dunfermline; On-site; GBP 50,000 - 75,000; Full time

Job summary

Diligenta is seeking a Head of Voice to oversee the Voice Customer Service Centre. The role involves leading teams to ensure high-quality customer service and regulatory compliance, fostering client relationships, and implementing strategic growth initiatives. If you have a strong background in contact centers and financial services, this opportunity could propel your career forward.

Benefits

33 days holiday including Bank Holidays

Annual discretionary bonus scheme

Opportunities for personal and career development

Perks at Work for discounts

Cycle to Work Scheme

Wellbeing programmes

Qualifications

• Leadership experience in large-scale contact centres, ideally in financial services.
• Understanding of technology's role in operations.
• Operational planning and P&L accountability.

Responsibilities

• Ensure service delivery meets legal and regulatory standards.
• Lead customer service processes and maintain quality.
• Build client partnerships and manage stakeholder relationships.

Skills

Leadership

Operational Planning

People Management

Data-driven Decision Making

High Customer Service

Job description

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Diligenta - a subsidiary of Tata Consultancy Services

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Job Category:

Other

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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

We have an exciting opportunity 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, and build strong client relationships to support growth and satisfaction.

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Opportunities for personal and career development within the company and Tata Consultancy Services
• Access to Perks at Work for discounts on goods and services
• Cycle to Work Scheme & Interest-free Season Ticket loans
• Wellbeing programmes, including Employee Assistance and other resources
• Moments that Matter policies, such as Carer’s Leave, Foster Leave, and Retirement Leave
• Contributory pension scheme, 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 in line with agreements, maintaining quality and performance.
• Sponsoring strategic programmes and identifying growth opportunities with clients.
• Building client partnerships, delivering service improvements, and sharing best practices.
• Managing stakeholder relationships within governance and oversight models.
• Coordinating with internal teams like IT, Change, HR, and Risk for smooth service delivery.
• Developing and coaching team members, ensuring governance, risk management, and operational controls.
• Optimising resource management and promoting a skilled, flexible workforce.

What we’re looking for

• Leadership experience in large-scale contact centres, ideally in financial or professional services.
• Understanding of technology's role in operations, with experience leading multidisciplinary teams in regulated environments.
• Operational planning, P&L accountability, and revenue generation skills.
• Expertise in workflow, people, and process management for high productivity.
• Knowledge of financial services, life, pensions, and investment products (desirable).
• Data-driven, analytical mindset to inform decisions and improve performance.
• Experience delivering high service levels with cost management through redesign and process optimisation.
• Experience in contact centre transformation and digitisation, with proven change management and efficiency gains.

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

Ready to take the next step in your career? Apply today and join our innovative team.