About This Role

• Work schedule pro-actively managed and team skill levels controlled to meet productivity and quality outcomes
• Performance reviews completed timely and comprehensively with training and development needs identified
• Team are managed, developed and coached ensuring that complaints have been dealt with promptly, fairly and efficiently. Customer, business and personal targets are met.
• Any operational factors which may impact service delivery are pro-actively identified and communicated to Line Manager with proposals for resolution
• Resources and own time is managed effectively meeting the department measures including SLA and FCA reporting requirements
• All data and management information is analysed effectively anticipating any operational issues, including workflow and quality issues with relevant actions taken or escalated where appropriate
• High quality working relationships with internal and external customers such as our Clients and the Financial Ombudsman Service (FOS) are developed any maintained
• Team is supported and led through any business improvement activity and continuous improvement initiatives and a smooth transition is achieved
• Team understands their customer goals and Diligenta business goals, and how they have contributed to the achievement of these
• Awareness created within the team of team responsibilities for risk management and compliance with policies and procedures, and legislative and regulatory requirements
• Complaints are handled compliantly in line with FCA complaint handling rules, the Diligenta Complaint Handling Framework and Complaint Quality Framework preventing any potential breaches
• Any compensation payments or decisions exceeding own authority levels to the next level are escalated in a timely manner

• Minimum of 5 GCSE’s to include Maths and English C and above (or equivalent) or relevant experience
• CF1 or equivalent, FA1 or FA2 or FPC2
• Working knowledge of all Diligenta Life & Pensions products
• Understanding of Life and Pensions industry
• Knowledge and application of all relevant business systems and processes including workflow
• Thorough understanding of complaint handling processes, FCA complaint handling rules and appropriate redress
• Understanding of the suitability of the products for individual customer needs for life assurance pensions, FSAVC, Pensions Review and mortgages
• Competence in role would typically be achieved through minimum of 3 years’ experience in role
• Proven ability in using Microsoft word and excel
• Proven decision making and problem-solving skills
• Strong Customer & Client focus
• Excellent verbal and written communication skills
• Proven leadership, coaching and development skills
• Strong time management and organisational skills gained in a target driven environment
• Ability to take on board product and process knowledge and apply it quickly
• Resilient & driven with proven ability to work under pressure
• Detailed understanding and practical experience of all relevant People Management policies and processes including performance management , absence management, grievance and disciplinary
• Competent Overseer in Training & Competency Scheme

The hiring manager to contact is: Pauline Robertson HM Name Email: Pauline.Robertson@diligenta.co.uk

Apply for this role: