Customer Operations Team Lead – Inspire High Performance

Customer Operations Team Lead | Diligenta, Glasgow

Role Overview

Diligenta, a leading life and pensions administration provider in Glasgow, is seeking a Customer Operations Team Lead to drive high performance and support the growth of their Customer Operations team. This full-time role focuses on coaching, mentoring, and motivating staff while ensuring excellent service delivery and operational efficiency.

Key Responsibilities

• Lead, coach, and develop a team of Customer Operations Representatives to achieve performance targets.

• Monitor team performance and implement strategies to improve productivity and customer satisfaction.

• Ensure adherence to company policies, procedures, and regulatory requirements.

• Serve as the first point of contact for escalated customer issues and provide effective resolution.

• Support team members’ professional development through training, mentoring, and performance feedback.

• Collaborate with other departments to streamline processes and improve operational efficiency.

• Foster a positive, inclusive, and motivating team culture.

Skills and Experience Required

• Previous experience managing a customer operations or contact centre team.

• Strong leadership, coaching, and people management skills.

• Excellent communication and interpersonal abilities.

• Ability to motivate teams, monitor performance, and implement improvement strategies.

• Customer-focused mindset with a commitment to delivering high-quality service.

• Comfortable working in a fast-paced, target-driven environment.

Benefits

• Competitive salary

• Career development and personal growth opportunities

• Inclusive and supportive work environment

• Additional company benefits (details provided during recruitment process)

Job Details