Contact Centre Service Manager

Who are Diligenta?

Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

At Diligenta, delivering exceptional customer journeys is at the heart of our strategy. We are looking for a Contact Centre Service Manager to oversee customer journeys for one of Diligenta' s key accounts. This role is crucial for managing and enhancing these journeys to ensure outstanding customer experiences and outcomes, all while aligning with our business requirements and corporate objectives.

The ideal candidate will oversee the necessary resource capabilities, either directly or through a Matrix approach across multiple locations. You'll foster an engaging environment that promotes a digital-first model, continuous improvement, effective risk management, and cost reduction. Your efforts will directly contribute to enhancing service delivery and value creation for both Diligenta and our clients. If you're passionate about operational excellence and customer satisfaction, we'd love to hear from you!

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing

• Ensure effective delivery of contractual (eg, SLA) and non-contractual (eg, NPS) metrics by managing resources and processes, while continuously monitoring and improving customer journey performance.
• Maintain robust operational controls and risk management to minimize costs associated with failures, working closely with Risk, Compliance, and Internal Audit to adhere to regulations and client standards.
• Analyse data, complaint trends, and feedback to identify and implement continuous improvement initiatives, collaborating with other teams as needed.
• Oversee changes to customer journeys, ensuring alignment with business initiatives for effective management.
• Lead a team of direct and Matrix reports, fostering a high-performing and engaging environment focused on enhancing customer and business outcomes across various teams.
• Contribute actively to the management team, supporting objectives and exemplifying strong leadership behaviours.
• Drive digital adoption initiatives to optimize the use of digital channels, supporting both client service and cost efficiency.

What we're looking for

• Proven management skills, with a demonstrated ability to motivate and inspire their team to achieve high performance.
• Possess strong analytical skills, capable of translating complex analyses into actionable insights that drive results.
• Must have a solid commercial acumen, with a track record of identifying and delivering opportunities for cost reduction and revenue growth.
• Effective stakeholder management is essential, as the role involves working closely with key business and client stakeholders to achieve shared objectives.
• Excellent presentation skills, both verbal and written, enabling them to communicate ideas clearly and persuasively.
• Strong capabilities in controls and risk management are critical for ensuring operational effectiveness and compliance.
• Significant experience in operations is required, ideally gained in team leader or managerial roles within contact centre.
• Familiarity with the UK Life and Pensions marketplace will be an advantage.
• Experience driving improvements that encompass processes, people, and technology.

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!