Customer Service Representative

**Customer Service Representative** Starting at £21,840-£23,000**

**Monday-Friday, between 9am and 5pm. 35 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 Standard Life, we will be recruiting **multiple Customer Service Representatives every month**.
- You will be based in 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 9am and 5pm, so no evening or weekend shifts that impact on your family and social lives

**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?**
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 are dedicated to being there to support customers in moments that really matter in life and providing the best service every time. Established in 2005, we’re proud to be the single largest provider of outsourced administration services to the UK Life Assurance and Pensions market.

We deliver exceptional customer service to customers on behalf of well-known brands including Lloyds Banking Group, The Phoenix Group, AVIVA, Standard Life, M&G Prudential and Nest, the UK government’s workplace pension scheme. Our unique technology solution enables us to make a positive difference to the lives of over 23 million customers - that’s 1 in 3 people in the UK

Diligenta’s innovation spans more than just technology; we look for new ways to innovate in customer service and client satisfaction too. Our ongoing and expected company growth offers opportunities for all our colleagues, and we’re excited to welcome new people to be part of our journey.

Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.

**Diligenta is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**

Job Reference: DGENTA02247