WHO ARE DILIGENTA?

Diligenta’s 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

An Exciting opportunity has come available for a Head of Voice to join the Operations Function at Diligenta.
As Head of Voice, you will lead the Voice Customer Service Centre, ensuring the delivery of high-quality customer outcomes across the LBG UK Account in alignment with contractual SLAs and regulatory standards.
You will play a key role in inspiring and empowering teams to deliver exceptional customer experiences, while nurturing future leaders. You’ll also be responsible for building strong, lasting relationships with the client, supporting future growth opportunities and driving high client satisfaction.

WHAT YOU’LL BE DOING

• Ensuring consistent service delivery to meet contractual, regulatory, and legal standards, including compliance with FCA, SM&CR, AML, DPA, and TCF principles.
• Leading customer service processes in line with contractual agreements, maintaining quality and performance expectations.
• Sponsoring key strategic programmes and identifying growth opportunities with clients, converting them into revenue-generating services or expanded offerings.
• Building strong client partnerships, working within the Operations Management Team to deliver service improvements, drive efficiency (offshoring, automation), and share best practices.
• Acting as the key stakeholder manager for parts of the LBG oversight team within the joint governance and oversight model.
• Managing cross-functional dependencies, influencing internal teams such as IT, Change, HR, and Risk to ensure smooth service delivery.
• Developing and coaching direct reports, ensuring effective governance, risk management, and a strong operational control framework across client sites.
• Optimising resource management, promoting flexibility through a multi-skilled workforce, clear communication of strategic goals, and strong performance management.