Team Manager (Back Office)

The Opportunity:

There is an opportunity for a Team Manager to join our team in Edinburgh working on a hybrid basis.

This role will be responsible for leading a Customer Services team to consistently deliver an excellent service to all customers across all propositions and within agreed standards, delivering and exceeding the Diligenta vision.

A typical day to day involves actively managing, coaching and appraising the performance of all team members, resolving performance issues promptly and providing the climate and motivation that encourages all team members to deliver to their full potential.

You'll be:

• Plan the use of and optimise the resources of the team to match business objectives, implementing standard processes and ensuring statistics are available for workload to be managed proactively and efficiently within budgets.
• Continually review team achievement against objectives, identify variance with target and be proactive in taking appropriate action to ensure delivery.
• Ensure that the team adheres to defined practice and procedures to maintain consistent and compliant quality of output in line with Company, Industry and legal requirements.
• Proactively review customer environment to focus team members on the process of continuous improvement and implement changes to working practices/processes that will enhance effectiveness and efficiency. Be able to apply systems thinking logic to the role on a day to day basis.

You should apply if you:

• Have a minimum of 2 years in a customer service role
• Great planning and organisation skills
• CF1, FA1 and FA2 or equivalent is essential for the role (or willing to work towards these qualifications)
• Previous managerial experience
• Knowledge of Legislation/Regulations
• Process & system knowledge