Complaint Handler

Overview

Salary: Starting at £25,000 per year

Schedule: Monday to Friday with flexible shift patterns (8am-4pm, 9am-5pm, 10am-6pm).

Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to renowned financial services companies in the UK. Diligenta aim to be recognized as the 'best in-class' platform-based Life and Pensions Administration Service provider.

Role Summary:

• Based in Fountainbridge, Edinburgh City Centre, accessible by train or bus with nearby car parking available.
• Standard working hours are Monday to Friday, between 8am and 6pm, ensuring no evening or weekend shifts impact your family and social lives.
• Flexible hours available to support your work-life balance and well-being.
• Salary for the role starts at £25,000 per annum.

Benefits:

• 31 days holiday (including bank holidays).
• Eligibility for an annual discretionary bonus scheme.
• A contributory company pension scheme.
• Excellent employee well-being and assistance support programmes.
• A range of employee discounts on groceries, holidays, electrical goods, and financial services.
• Personal and career development opportunities to advance within the company and Diligenta's global parent company, TCS (Tata Consultancy Services).

Responsibilities:

You will represent a major UK bank by responding to queries, concerns, and complaints via telephone or in writing. Diligenta's commitment is to provide exceptional service and ensure customers feel listened to and treated fairly, turning negative experiences into positive ones.

Requirements:

• Strong customer service experience is essential; complaint handling experience in the life and pensions industry is advantageous.
• Teamwork is vital; Diligenta seek passionate individuals committed to providing outstanding service.
• Excellent listening and communication skills are necessary to convey complex matters simply and supportively.
• The ability to quickly understand customer needs and focus on effectively resolving issues.
• Good PC skills, including knowledge of Microsoft Office (Word, Excel), are essential.

About Diligenta:

Diligenta positively impacts millions of lives by handling crucial customer interactions. Established in 2005, Diligenta is the largest provider of outsourced administration services in the UK Life Assurance and Pensions market.

Diligenta deliver exceptional service on behalf of well-known brands, and Diligenta's innovative technology solutions enable Diligenta to positively affect over 23 million customers—1 in 3 people in the UK.

Diligenta values diversity and is committed to creating an inclusive environment for all employees.