About This Role
Summary of the role
To lead a Customer Services team to consistently deliver an excellent service to all customers across all propositions and within agreed standards, delivering and exceeding the Diligenta vision.
What you'll be doing
- Plan the use of, and optimise the resources of the team to match business objectives, implementing standard processes and ensuring statistics are available for workload to be managed proactively and efficiently within budgets.
- Continually review team achievement against objectives, identify variance with target and be proactive in taking appropriate action to ensure delivery.
- Actively manage, coach and appraise the performance of all team members, resolving performance issues promptly and providing the climate and motivation that encourages all team members to deliver to their full potential.
- Plan and organise team member development, as dictated by business needs, so that they perform the job well with appropriate skills, knowledge and competencies.
- Proactively review customer environment to focus team members on the process of continuous improvement and implement changes to working practices/processes that will enhance effectiveness and efficiency. Be able to apply systems thinking logic to the role on a day to day basis
- Lead people through corporate change by using appropriate communication methods to maintain team members' commitment to Corporate Strategy, Future Vision, Customer needs and Business Area Operating Plan.
- Ensure that the team adheres to defined practice and procedures to maintain consistent and compliant quality of output in line with Company, Industry and legal requirements
What we're looking for
- Minimum of 2 years in a customer service role
- A good understanding of FSA compliance regulations, to ensure there are no breaches
- CF1, FA1 and FA2 or equivalent is essential for the role or willing to work towards
- Planning and Organising
- Managing resources
- Process skills
- Managing People
- Communications and Relationships
- Analytical skills
- Process & system knowledge
- Product knowledge
The hiring manager to contact is: Jennifer Treasure
Email: jennifer.treasure@dgaviva.com
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