Customer Experience Specialist

6 days ago

Reading, Reading, United Kingdom Diligenta Full time £23,400
About Diligenta

Diligenta is a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. We pride ourselves on delivering exceptional customer service to millions of customers on behalf of well-known brands.

Job Summary

We are seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for handling inbound calls from customers about their life assurance, savings, investments, or pension plans.

Key Responsibilities
  • Provide exceptional customer service to customers via phone, ensuring a seamless experience during critical moments.
  • Assist customers with planning for retirement, accessing investments, updating personal information, or supporting families during bereavements.
  • Work collaboratively with colleagues to resolve customer queries and concerns.
  • Stay up-to-date with product knowledge and regulatory requirements to provide accurate information to customers.
  • Participate in ongoing training and development to enhance skills and knowledge.
What We Offer
  • 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 critical moments 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.
Requirements
  • Excellent listening, verbal, and written communication skills.
  • Ability to remain calm under pressure and provide empathetic customer service.
  • Problem-solving skills and flexibility to adapt to changing priorities.
  • Proficient in Microsoft Office (Word & Excel).
  • Comfortable switching between multiple IT applications with attention to detail.

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