Diligenta Careers Internal

About This Role

We're expanding our leadership team and have several exciting opportunities for Team Managers within our Phoenix Standard Life Account in Glasgow. As a Team Manager, you'll play a pivotal role in coaching, motivating, and inspiring our Customer Operations Representatives to deliver outstanding service to our customers. This is more than just a managerial role; it's about empowering your team to succeed while driving continuous improvement and ensuring we meet our operational goals.

There are Front Office and Back Office opportunities available in Glasgow.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

What you will be doing:

Lead and inspire a team of Customer Operations Representatives, fostering a high-performance culture of excellence and customer satisfaction
Coach and mentor your team through performance management, one-to-ones, and tailored development plans to ensure personal and professional growth
Be the key point of contact for open, transparent communication within the team, ensuring alignment with business goals and creating a collaborative environment
Resolve operational and performance challenges, implementing solutions that enhance both team efficiency and customer experience
Use data analytics to make informed decisions, track performance, and identify areas for team development
Develop and implement training plans to ensure your team's skills are always aligned with business needs
Continuously strive for innovation and excellence, playing an active part in improving our services and operations

What we are looking for:

Proven experience in team management preferably within contact centre, financial services, life and pensions or corporate setting
A passion for problem-solving, decision-making, and making a real difference within a team environment
Strong time management and organisational skills to juggle multiple priorities effectively
Excellent communication skills, both written and verbal, with the ability to engage and motivate others
Proficiency in MS Excel and Word, and an eagerness to embrace new technologies and systems
A genuine desire to support your team's growth while delivering an exceptional customer experience

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 team!

The hiring manager to contact is: Nic Graham Email: Nic.Graham@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Team Manager

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