Introduction to Diligenta and Our Mission
Diligenta, a subsidiary of Tata Consultancy Service (TCS) and part of the Tata Group, is a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. Established in 2005, we have built a reputation for delivering exceptional customer service to over 23 million customers, which is approximately 1 in 3 people in the UK. Our unique technology solution and innovative approach to customer service enable us to make a positive difference in the lives of our customers. We are dedicated to being there for our customers in the moments that really matter, providing support and guidance with empathy and respect.
Job Overview and Responsibilities
As a Customer Service Representative - Standard Life, you will join our team of dedicated professionals who are passionate about delivering seamless customer experiences. Your role will involve taking inbound calls from customers regarding their life assurance, savings, investments, or pension plans. You will provide expert support and guidance, ensuring that our customers receive the best possible service every time. Your responsibilities will include:
- Responding to customer inquiries and resolving issues in a professional and courteous manner
- Providing information and guidance on life assurance, savings, investments, and pension plans
- Updating customer records and maintaining accurate and up-to-date information
- Working collaboratively with colleagues to resolve complex customer issues
- Identifying opportunities to improve customer satisfaction and providing feedback to the team
- Meeting and exceeding performance targets, including customer satisfaction and first-call resolution
Essential Qualifications and Skills
To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to remain calm under pressure. You will be a team player, with a passion for delivering exceptional customer service and a willingness to learn and develop your skills. Specifically, you will need:
- Excellent listening, verbal, and written communication skills
- The ability to simplify complex information and provide clear and concise guidance to customers
- Strong problem-solving skills, with the ability to think critically and outside the box
- Proficiency in Microsoft Office, including Word and Excel
- Experience working in a customer-facing environment, with a proven track record of delivering exceptional customer service
- The ability to work in a fast-paced environment, with a high volume of calls and a variety of customer inquiries
Preferred Qualifications and Skills
While not essential, the following qualifications and skills would be desirable:
- Experience working in the financial services industry, with knowledge of life assurance, savings, investments, and pension plans
- Previous experience working in a contact center or customer service environment
- Knowledge of industry-specific software and systems
- A qualification in customer service, such as a diploma or certificate
- Experience working in a team environment, with a proven track record of collaboration and teamwork
Career Growth Opportunities and Learning Benefits
At Diligenta, we are committed to the growth and development of our employees. We offer a range of training and development opportunities, including:
- Comprehensive induction and training program, with ongoing support and coaching
- Opportunities for career progression and advancement, with a clear career path and progression plan
- Access to industry-specific training and development programs, with the opportunity to gain new skills and knowledge
- A supportive and collaborative work environment, with a focus on teamwork and mutual respect
- Regular feedback and performance reviews, with the opportunity to discuss your progress and goals
Work Environment and Company Culture
At Diligenta, we pride ourselves on our positive and supportive company culture. We believe in creating a work environment that is inclusive, respectful, and empowering, where our employees can thrive and reach their full potential. We offer a range of benefits and perks, including:
- Competitive salary and benefits package, with a range of perks and discounts
- Flexible working arrangements, with the opportunity to work from home and have a better work-life balance
- Access to a range of employee benefits, including a contributory pension scheme, group life assurance, and group income protection
- A supportive and collaborative work environment, with a focus on teamwork and mutual respect
- Opportunities for socializing and team-building, with a range of employee events and activities
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, with a range of perks and discounts. Specifically, you can expect:
- A salary range of £21,840 - £23,000 per year, depending on experience and performance
- A range of employee benefits, including a contributory pension scheme, group life assurance, and group income protection
- Access to a range of perks and discounts, including online discounted shopping, a car lease scheme, and a cycle to work scheme
- Opportunities for career progression and advancement, with a clear career path and progression plan
- A supportive and collaborative work environment, with a focus on teamwork and mutual respect
Conclusion and Call to Action
If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we want to hear from you. As a Customer Service Representative - Standard Life, you will have the opportunity to make a real difference in the lives of our customers, while also developing your skills and advancing your career. Don't miss out on this exciting opportunity to join our team and be part of our journey. Apply now and take the first step towards a rewarding and challenging career with Diligenta.
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