Customer Service Representative

2 weeks ago

Edinburgh, Edinburgh, United Kingdom Diligenta Full time £25,000
Complaint Handler Role

As a Complaint Handler at Diligenta, you will play a vital role in ensuring our customers receive exceptional service. Your primary responsibility will be to investigate and resolve customer complaints in a fair and timely manner.

Key Responsibilities:
  • Investigate complaints holistically to make fair, reasonable decisions on complex cases.
  • Self-manage complaint workload for various products within regulatory timescales.
  • Maintain knowledge of FCA complaint handling rules.
  • Determine appropriate compensation for financial loss and/or trouble and upset payments.
  • Quality assure complaint files for compliance with professional and regulatory standards.
  • Identify common themes, conduct root cause analysis, and make recommendations to the business.
Requirements:
  • Previous customer service experience gained within an office-based or regulated environment.
  • Teamwork - We believe that a great team needs great people who are passionate about helping people and providing great service as one team.
  • Good PC skills and knowledge of Microsoft Office (e.g. word, excel) together with attention to detail.
  • Working knowledge of Life and Pensions industry.
About Diligenta:

We are proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market. 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 impact people's lives every day, helping to provide financial security and peace of mind for our customers.

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