Complaint Handler

**Salary**: From £29,000-£29,000 per year **Salary: From £29,000** **Monday-Friday: 37.5 hours per week** **Kildean Business Park, Stirling, FK8 1FT** **What does the role involve?** Are you passionate about resolving customer issues with empathy and professionalism? At Diligenta, we’re looking for detail-oriented, compassionate individuals to join our Complaints team and help us deliver fair, timely, and customer-focused outcomes. As a Complaint Handler, you’ll investigate and resolve regulated complaints across a range of financial products and services. You’ll ensure compliance with DISP rules and Consumer Duty principles, liaising with internal teams to deliver resolutions that restore trust and satisfaction. Comprehensive training will be provided so financial services experience isn't essential. **We support our colleagues with competitive benefits**: - No weekend or evening working - 31 days annual leave (includes UK Bank Holidays) - Annual discretionary bonus eligibility - Contributory pension scheme (up to 6% matching), Group Life Assurance, and Group Income Protection - Supportive people policies for the moments that matter in life (Carer’s Leave, Foster Leave, Fertility Leave, Retirement Leave and an Annual volunteering day) - Wellbeing programme with health checks, nutritional advice, second medical opinion option, employee assistance programme (for you and your family)and mental, physical, and financial support, flu jabs, eye care vouchers. - Mental Health First Aiders, Resilience Workshops, Menopause Cafés - Perks at Work (expensive online discounted shopping), Car lease scheme and Jaguar Land Rover discount. Cycle to Work scheme and interest-free season ticket loans - Personal and career development opportunities across a wide range of business functions and specialist areas including; In-house courses, webinars, and workshops; Professional qualifications and apprenticeship programs; and Graduate development and external specialist training **Key Responsibilities**: - Investigate complaints end-to-end, determine redress, and communicate outcomes clearly - Maintain accurate records and MI updates - Collaborate with internal teams to resolve issues efficiently - Ensure fair treatment of customers in every interaction - Contribute to continuous improvement and operational excellence **Employee Testimonials** - “The transition from Voice to Complaints helped me grow my confidence, learn new skills and achieve personal goals I never thought possible\" - “At first, I was out of my comfort zone—but it became the best decision I ever made. The Complaints Team helped me shape my own path and discover what I'm capable of.” - “The support I received from day one was incredible. Complaints is a great place to build new skills and settle into a role that values you.” - “The Complaints Team helped me grow professionally and personally. I’ve built strong relationships and now I proudly support others on their journey.” **Who is Diligenta?** **Established in 2005, we’re the UK’s largest provider of outsourced administration services to the Life Assurance and Pensions market, serving over 23 million customers. We’re dedicated to being there to support customers in the moments that really matter in life and providing the best service every time. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. We’re more than just a workplace, we’re a community that supports your growth, wellbeing, and success and a business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development. Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group. Do you hold valid Right to Work in the UK?- - Yes- No Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)?- - Yes- No- - Yes- No Have you been referred for this position by Diligenta Employee?- - Yes- No Have you previously worked for Tata Consultancy Services (TCS)?- - Yes- No Attach CV Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group