Customer Service Representative: Delivering Exceptional Experience

11 hours ago


Livingston, West Lothian, United Kingdom Diligenta Full time £21,840 - £23,000
Job Overview

We are seeking a Customer Service Representative to join our team in Livingston, Scotland. In this role, you will be responsible for delivering exceptional customer service to customers across various channels, including inbound calls.

About the Role

This is a fantastic opportunity to work with a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. As a Customer Service Representative, you will be handling complex customer queries, providing solutions, and ensuring a seamless experience for our customers.

Key Responsibilities

• Handle inbound calls from customers regarding their life assurance, savings, investments, or pension plans.
• Assist customers in planning for retirement, accessing investments, updating personal information, or supporting families during bereavements.
• Ensure all interactions are handled in a professional and empathetic manner.
• Collaborate with internal teams to resolve customer issues and provide timely responses.
• Develop and maintain knowledge of our products and services to provide accurate information to customers.

Required Skills and Qualifications

To succeed in this role, you will need:
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure and handle complex customer queries.
• Strong listening skills and ability to simplify complex matters.
• Proficiency in Microsoft Office (Word & Excel).
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong problem-solving skills and ability to think critically.

Benefits

We offer a competitive salary and benefits package, including:
• 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.

About Us

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 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. Our unique technology solution enables us to make a positive difference to the lives of over 23 million customers. We are proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.

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