Team Manager

Job Description

Who Are DiligentaAt Diligenta, providing an excellent customer experience is at the heart of everything we do, so you will not be surprised to know we also believe that providing an excellent employee experience is just as important too.Our aim to transform our clients operations and be acknowledged as the Best in-class Platform based Life and Pensions Administration Service provider means Diligenta drive a culture that is founded on positive change and people development.As part of the UKs leading Life and Pensions service provider, Diligenta can offer you a really rewarding role supporting the varied customer needs of our client, full training from day one, a competitive benefits package and ongoing support opportunitiesto reach your personal and/or career potential.If you are passionate about delivering excellent customer service and outcomes, and want to be a part of a great group of likeminded people then wed love for you to join us as a Team Manager.The OpportunityDue to internal progression, we currently have a number of vacancies for Team Managers in the telephony and administration teams in the Phoenix Standard Life Account in Edinburgh.This role is responsible for motivating, leading, coaching and develop our teams to continue to deliver excellent service to our customers. You will be accountable for the teams delivery and success against Customer Operations goals and measures.Youll be:

• Leading, motivating and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers
• Acting as the key channel for open and timely communication both in and out of the team
• Raising, addressing, resolving and learning from both operational and performance issues within the team
• Identifying key areas for individual and team development in line with business requirements.
• Creating team training & development plans and ensuring any local training needs are met
• Performance management including 1 to 1s, coaching, training and development, always ensuring that our employees are managed in-line with our people policies and procedures
• Engaging and working collaboratively to drive success for the wider business gain
• Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.

Other information about the role:

• This is a permanent role available on a full time basis
• Our working hours are 35 hours per week, Monday to Friday between 8am and 6pm (flexible hours available) so no evening or weekend shifts that would impact on your family and social lives!
• We can offer hybrid work from home typically 2 days in the office and 3 days at home subject to business needs
• The salary for the role is up to £32, 000 based on skills and experience
• We are based in Standard Life House in Edinburgh City Centre so easily accessible by train or bus and car parking is available nearby.

What we are looking forEssential skills:

• Have strong leadership skills and experience of coaching and development
• are able to see the bigger picture and to think wider than the immediate team
• are a strong self-developer who continually drives your own development

The successful candidate would be required to achieve CF1 & FA2 (Pensions Administration) in the first 2 years of role (unless these or similar qualifications are already held).Desirable skills:

• Previous experience within Financial Services would be advantageous however is not essential.
• Experience of managing change and mitigating risk

The Benefits

• We offer 25 days holiday (plus bank holidays)
• Eligibility for an annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• A range of employee discounts saving you money on anything from your weekly food shop, to holidays, electrical goods and financial services

Senior Managers and Certification Regime

• This role is covered by the Senior Managers & Certification Regime (SM&CR) as a certified role. Therefore this role is subject to annual certification by Diligenta.

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