Customer Service Representative

6 months ago

Glasgow, United Kingdom Diligenta Full time

**Customer Service Representative** From £21,500 to £23,000**

**Monday-Friday, flexible between 8.30am and 5.30pm. 35-37.5 hours per week**

**Hybrid remote**

Here at Diligenta, we are proud to be the single largest provider of outsourced third part administration services to the UK Life & Pensions market. We impact peoples’ lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. Our vision is to be the ‘Customer Experience Partner’ for our clients.
**Summary of the role**:

- Due to the growth of our partnership with the Phoenix Group and Standard Life, we will be recruiting **multiple Customer Service Representatives every month**.
- You will be based in either St Vincent Street or West Regent street, easily accessible by train or bus.
- The roles are either office based or a mix of office based and work from home (hybrid arrangement) after the initial onsite training period.
- Our standard working hours are Monday-Friday between 8:30am and 5:30pm, so no evening or weekend shifts that impact on your family and social lives
- **Flexible** hours are available to suit your availability, work life balance and wellbeing.

**Benefits**:

- We offer 31 days holiday (including bank holidays).
- Eligibility for an annual discretionary bonus scheme.
- A contributory company pension scheme.
- Excellent employee wellbeing and assistance support programmes.
- A range of employee discounts saving you money on anything from your weekly food shop to holidays, electrical goods and financial services.
- Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services).

**What you'll be doing**:
Our Customer Service Representatives deal with a range of pension queries from Phoenix Group customers. There are **no sales** involved in this role. The focus will be on your ability to communicate with customers in a confident, friendly and professional manner, informing members on policy details, resolving queries, collaborating with independent financial advisors and most importantly, providing our customers with an exceptional level of service at a time when they need it most.
**What we're looking for**:

- Many of our Customer Service Representatives have previous experience from working in a call centre environment, retail, hospitality and travel, amongst other customer-focussed environments, part or full time.
- **Teamwork** - We believe that a great team needs great people who are passionate about helping people and providing great service as one team.
- **Listening and communication** skills are core to what we do. You will need to be able to communicate complex matters in a simple and supportive way.
- Someone who can quickly understand the customer need and place a real focus on **resolving issues and queries** effectively and empathetically.
- Good PC skills and knowledge of Microsoft Office (e.g. word, excel) together with attention to detail are essential for these roles.

**Who are Diligenta?**

Here at Diligenta, we are proud to be the single largest provider of outsourced third party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 Million customers ( nearly 1 in 4 of the UK population ). We impact peoples’ lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve.

Our vision is to be the ‘Customer Experience Partner’ for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We help our clients move away from aging technology systems onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years. Our close to 10,000 strong workforce are everyday thinking about how they can improve our service.

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.

Job Reference: DGENTA02247

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