About This Role

Summary of the role

Take responsibility and work in partnership with the Team Manager to maintain and improve the performance of each individual within your team through close monitoring, proactive coaching and intervention. To continuously support and develop people to improve quality, productivity and competence and ensure that we provide excellent service to our customers. To embed the Quality standards and provide the necessary training and development to individuals.

What you'll be doing

• Delivery and planning of training and coaching based on the levels of quality and business requirements
• Provide Team Managers with performance information on each of their consultants on a regular basis
• Provide coaching support, as appropriate, to consultants
• Provide performance MI and identify trends, both proactively and when required
• Support Project activity as business need dictates
• Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required
• Act as point of escalation for issues and complaints as and when required
• To liaise with technical experts and peers to ensure that any changes in legislation and procedures are assessed and understood, ensuring product, process and system knowledge is maintained
• To communicate technical and procedural information to staff in an effective and timely manner
• Deliver updates where required at team meetings and conduct meetings in TM absence
• Compliance - To ensure that you understand and adhere to Diligenta's Code of Conduct and comply with all relevant regulatory policies. This includes completion of any mandatory training requirements
• Must have a good knowledge of TCF principles outlined by the FCA
• Performance Management - To ensure the delivery of Diligenta's People Management and all its processes

What we're looking for

• Comprehensive knowledge of relevant products, systems and procedures
• Knowledge of current legislation, ie Data Protection Act, Compliance and FCA rules
• General organisational business and financial awareness
• Understanding of Authority limits where relevant
• Supports the delivery of Service Level agreement targets and performance standards
• Proven ability of being able to handle all aspects of Call Handling or processing role of relevant department that job holder will now be providing support on
• Demonstrate a good knowledge and understanding of TCF, TCF outcomes and how they relate to all aspects of Customer Service
• Coaching/Training skills
• Time Management and Organisation skills
• Inter-personal skills
• Excellent Communication skills - verbal/written
• Customer complaint handling skills
• Analytical skills
• Problem solving and decision-making skills over different levels of problems
• Creativity applied to complex problems
• Can deliver and receive feedback in constructive manner

The hiring manager to contact is: Jo-Ann Mcculloch Email: jo-ann.mcculloch@diligenta.co.uk

Apply for this role