Team Manager (12 months FTC)

at  Diligenta

SUMMARY OF THE ROLE:

Due to internal progression, we currently have several vacancies for Team Managers in the telephony and administration teams in the Phoenix Standard Life Account in Edinburgh.
This role is responsible for coaching and developing our teams to continue to deliver excellent service to our customers. You will be accountable for the teams’ delivery and success against Customer Operations goals and measures.

WHAT YOU’LL BE DOING:

• Leading, motivating and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers.
• Acting as the key channel for open and timely communication both in and out of the team.
• Raising, addressing, resolving, and learning from both operational and performance issues within the team.
• Identifying key areas for individual and team development in line with business requirements.
• Creating team training & development plans and ensuring any local training needs are met.
• Performance management including 1 to 1s, coaching, training, and development, always ensuring that our employees are managed in-line with our people policies and procedures.
• Engaging and working collaboratively to drive success for the wider business gain.
• Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.