Job Title: Customer Service Representative
Location: Remote
About The Company
Diligenta, established in 2005, is the UK’s largest provider of outsourced administration services for the Life Assurance and Pensions market. We support millions of customers during some of the most important moments in their lives, delivering exceptional service on behalf of many well-known brands. Our innovative technology and dedicated team positively impact over 23 million customers across the UK. We are committed to diversity and inclusion, fostering a workplace where all employees can thrive.
About The Role
We are looking for Customer Service Representatives to join our team at Standard Life House, Edinburgh, EH1 2DH. This role offers a Monday to Friday schedule, 9am to 5pm, with no weekend or evening shifts.
Key Responsibilities
- Handle inbound and outbound calls regarding life assurance, savings, investments, and pension plans
- Assist customers with retirement planning, investment access, personal information updates, and bereavement support
- Provide empathetic, seamless customer service during important life moments
- Use multiple IT applications accurately to support customer interactions
You do not need financial services experience, as full training will be provided. Many successful team members come from customer-facing roles in retail, contact centres, hospitality, or travel.
Ideal Candidates Are
- Passionate about delivering outstanding customer service with empathy and respect
- Excellent communicators with strong listening skills, able to simplify complex information
- Problem solvers who are adaptable to changing priorities and work well under pressure
- Comfortable using Microsoft Office (Word & Excel) and multiple IT systems
- Committed to personal learning and teamwork aligned with company values of integrity, respect, leadership, learning, and excellence
Benefits Include
- Accredited Real Living Wage employer
- 31 days annual leave including UK Bank Holidays
- Annual discretionary bonus eligibility
- Contributory pension scheme with up to 6% employer matching
- Group Life Assurance and Income Protection
- Supportive policies including Carer’s Leave, Foster Leave, Fertility Leave, Retirement Leave, and volunteering day
- Comprehensive wellbeing programme (health checks, nutritional advice, second medical opinion, employee assistance, mental, physical and financial support)
- Career development opportunities across various business functions
- Perks at Work online shopping discounts
- Car lease scheme and Jaguar Land Rover discount
- Cycle to Work scheme and interest-free season ticket loans
