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Job Description Summary

Job Description

At Scottish Widows we're being driven by a clear purpose to Help Britain recover, then prosper - together we can make it possible.

Our Chief Operating Office provides critical services to millions of the Group’s Life, Pensions and Investments (LP&I), General Insurance (GI) and Wealth customers. We support their Insurance and Wealth needs, whatever they are.

Delivering outstanding customer service is at the centre of our success...and you could play a meaningful part in this.

We have an exciting opportunity to join our Workplace Pensions Team as a Team Manager, leading a team of Customer Service Administrators. If successful you'll join LBG then transfer across to our supplier Diligenta, where the role will form part of their wider operations team.

Diligenta is the UK-based FCA regulated subsidiary of Tata Consultancy Services (TCS) and was established in 2005. Diligenta specialises in the provision of transformation business process services for the Life and Pensions industry and has 13+ years consistent track record in platform transformation for UK Life and Pensions insurers and their customers.

We're looking for professionals who have the ability and drive to influence advocacy, confidence and trust from our customers.

This is a hybrid role split between home (c40%) and the office (c60%).

Cash-wise we can offer between £29,712 - £38,998 (depending on experience levels) which is made up of basic salary and a 4% flexible cash pot. We also provide a generous pension scheme and benefits package. As this position will TUPE to Diligenta, you'll join us on Lloyds Banking Group (LBG) benefits then when you transfer to Diligenta, contractual benefits remain the same & others change as they are non-contractual. Further details will be shared with you as part of the selection process.

Our strong team of front and back office contact centre colleagues, based in Edinburgh, provide dedicated, end to end support to Members, Employers and Advisers of Scottish Widows Workplace Pension schemes. We're undergoing a significant transformation this year, which makes now a more exciting time than ever to join the Workplace Pensions team!

Can you take a leading role in safely supporting our colleagues and customers through a period of exciting and transformational change? If so, this could be the role for you!

This role is SMCR certified. If successful, you'll need to pass SMCR vetting prior to starting in role and complete all certification aspects while in role.

You will:

• Be responsible for leading a blended (telephony, digital & administration) operational team who complete a broad range of complex processes and service to our Workplace Pension customers.

• Provide a high quality service by leading and developing a team who support stakeholders by living the LBG values to ensure we're Helping Britain Prosper.

• Improve customer satisfaction through the delivery of an effective, customer-orientated service where robust governance & risk management is in place to minimise reputational & financial loss.

• Inspire and empower individuals by providing effective coaching, performance management, quality checking and complaints resolution activities.

• Lead by example to deliver on expectations, develop and continuously strive to be your best.

• Empower your team to deliver in line with agreed customer centric measures and utilising available resource. Additionally you may be required to build and maintain relationships with offshore colleagues and stakeholders.

Key Accountabilities:

• Delivers specified outcomes and/or provides support services by working within established audit control systems.

• Personally meets customer needs related to standard products and services and/or supervises a team of customer advisors.

• Supervises a significant customer service team or unit delivering activities to meet customer service standards while contributes to the establishment and implementation of these services standards.

• Grows own capabilities by pursuing and investing in personal development opportunities and develops the capabilities of direct reports within existing development framework; provides specialised training or coaching in area of expertise to others throughout the organisation.

• Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.

• Delivers outcomes by leading others and within an established project management plan.

• Sets short term objectives and helps manage the performance of colleagues within performance management systems.

• Plans and coordinates testing and inspection of products and processes, then implements and monitors the effectiveness of corrective actions and/or continuous improvement initiatives.

• Keeps track of risk parameters and identifies and reports any major deviation to more senior colleagues.

• Achieves planned commitments by developing short-term and/or medium-term work schedules.

We're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. Just let us know if you need any reasonable adjustments made to our recruitment processes, we'd be happy to accommodate them...

So if a fresh start with us appeals then get in touch and apply today, we'd love to hear from you.

Provide an effective service to customers (customer enquiries, specialist information, guidance, advice, direction and interpretation of policy) within relevant regulatory frameworks, LBG Policies and Procedures, and high level of conduct standards and behaviour ensuring customers are treated fairly. Certification requirement due to holding a customer facing role that is subject to qualification requirements (defined as risk of ‘significant harm’ to customers role by the Financial Conduct Authority (FCA)).

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.