Total 2 job vacancies by Diligenta

Customer Service Representative - Basingstoke

£23,400

Monday-Friday, 8:30am - 6pm

Basingstoke

So, what does the role entail?

You'll join a people and technology-driven business, taking inbound calls from customers about their life assurance, savings, investments, or pension plans. Whether assisting customers plan for retirement, accessing investments, updating personal information, or supporting families during bereavements, you'll ensure a seamless experience during the moments that matter.

Many new colleagues come from contact centres, retail, hospitality, or travel backgrounds, so financial services experience isn't required; comprehensive training will be provided.

We support our colleagues with competitive benefits:

• No weekend working.
• 31 days annual leave (including UK Bank Holidays).
• Annual discretionary bonus eligibility.
• Perks at Work (online discounted shopping).
• Car lease scheme and Jaguar Land Rover discount.
• Cycle to Work scheme and interest-free season ticket loans.
• Annual volunteering day.
• Supportive people policies for the moments that matter in life (Carer's Leave, Foster Leave, Fertility Leave, Retirement Leave).
• Wellbeing programme with health checks, nutritional advice, second medical opinion option, employee assistance programme and mental, physical, and financial support.
• Contributory pension scheme (up to 6% match), Group Life Assurance, and Group Income Protection.
• Personal and career development opportunities within Diligenta.

Join our team if you're…

• Passionate about delivering a seamless customer experience with empathy and respect, with the ability to remain calm under pressure.
• Someone who has excellent listening, verbal and written communication skills and able to simplify complex matters whilst providing outstanding service.
• A problem solver, flexible, and adaptable to changing priorities.
• Comfortable switching between multiple IT applications with attention to detail.
• Proficient in Microsoft Office (Word & Excel).
• Excited to work with great people and create a supportive workplace.
• Passionate about learning and sharing knowledge to enhance skills and develop best practices.

Who is Diligenta?

Diligenta makes a positive difference to the lives of millions, handling some of the most difficult and important calls a person can ever make. We are dedicated to being there to support customers in the moments that really matter in life and providing the best service every time. Established in 2005, we're proud to be the single largest provider of outsourced administration services to the UK Life Assurance and Pensions market.

We deliver exceptional customer service to customers on behalf of well-known brands including Lloyds Banking Group, The Phoenix Group, Standard Life, AVIVA, M&G Prudential and Nest, the UK government's workplace pension scheme. Our unique technology solution enables us to make a positive difference to the lives of over 23 million customers - that's 1 in 3 people in the UK!

Diligenta's innovation spans more than just technology; we look for new ways to innovate in customer service and client satisfaction too. Our ongoing and expected company growth offers opportunities for all our colleagues, and we're excited to welcome new people to be part of our journey.

Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.

Who are Diligenta?

Our 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.

The Opportunity:

• Lead, develop, and motivate your team, ensuring adherence to all people management processes.
• Oversee complaint handlers to ensure fair, prompt, and efficient resolution of complaints, acting as the escalation point for complex cases.
• Ensure compliance with FCA complaint handling rules and internal frameworks.

Benefits:

• 33 days including Bank Holidays.
• Eligibility for an annual discretionary bonus scheme.
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services).
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave.
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection.
• Apply to find out about our other benefits.

What you'll be doing:

• Proactively managing work schedules and team skills to meet productivity and quality targets.
• Completing timely and comprehensive performance reviews, identifying training and development needs.
• Managing and developing your team to ensure complaints are handled efficiently, meeting customer, business, and personal targets.
• Identifying and communicating operational factors impacting service delivery, with resolution proposals.
• Managing resources and time effectively to meet department measures, including SLA and FCA reporting.
• Analysing data and management information to anticipate operational issues and taking relevant actions.
• Developing and maintaining high-quality relationships with internal and external customers, including Clients and the Financial Ombudsman Service (FOS).
• Leading your team through business improvement activities and continuous improvement initiatives.
• Ensuring your team understands and contributes to customer and business goals.
• Creating awareness within the team of responsibilities for risk management and compliance.
• Handling complaints in compliance with FCA rules and internal frameworks, preventing potential breaches.
• Escalating compensation payments or decisions exceeding authority levels in a timely manner.

What we're looking for:

• Strong people management, leadership, coaching, and development skills.
• Proven decision-making and problem-solving skills with focus on customer and client.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills in a target-driven environment.
• Ability to quickly learn and apply product and process knowledge.
• Resilience and ability to work under pressure.
• Detailed understanding and practical experience of people management policies and processes.
• Understanding of the Life and Pensions industry is nice to have.
• Knowledge and application of relevant business systems and processes, including workflow.
• Minimum of 3 years' experience in a similar role.
• Proven ability in using Microsoft Word and Excel.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!