Customer Service Representative

Diligenta; City of Edinburgh; Hybrid; GBP 24,000 - 25,000; Full time

Benefits offered by this job

Real Living Wage

No weekend or evening working

31 days annual leave

Annual discretionary bonus eligibility

Contributory pension scheme

Group Life Assurance

Group Income Protection

Carer’s Leave

Foster Leave

Fertility Leave

Retirement Leave

Annual volunteering day

Wellbeing programme and health checks

Perks at Work discounts

Car lease scheme and Jaguar Land Rover

Job summary

Diligenta in Edinburgh seeks a Customer Service Representative to support customers via telephone about life assurance, savings, investments or pension plans. You will handle calls and provide a seamless service during critical moments.

Comprehensive training is provided; previous financial services experience is not essential. The role offers a supportive environment with opportunities across family of roles and a competitive benefits package.

Qualifications

• Proficient in Microsoft Office (Word & Excel).
• Customer service experience not required due to comprehensive training.

Responsibilities

• Handle front-line telephony for life assurance, savings, investments or pension plans.
• Process updates to keep policies running smoothly and ensure a seamless customer experience.

Skills

Microsoft Office (Word & Excel)

Job description

About This Role

Customer Service Representative

£24,479 per year

Standard Life House, Edinburgh, EH1 2DH

What does the Customer Service Representative role involve?

You’ll be joining a people and technology‑driven business, supporting customers through front‑line telephony. Whether handling calls about life assurance, savings, investments or pension plans, or managing the processing and updates that keep their policies running smoothly, you’ll ensure a seamless experience during the moments that matter.

Comprehensive training will be provided so financial services experience isn’t essential. Many new colleagues join us from customer facing backgrounds in contact centres, retail, hospitality, or the travel industry.

We support our colleagues with competitive benefits:

• We’rean accredited Real Living Wage employer
• 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 opinionoption, employeeassistanceprogrammeand mental, physical, and financial support
• Personal and career development opportunities across a wide range of business functions and specialist areas
• Perks at Work (expansive online discounted shopping)
• Car lease scheme and Jaguar Land Rover discount
• Cycle to Work scheme and interest‑free season ticket loans

Our people are...

• Passionate about delivering a seamless customer experience with empathy and respect, with the ability to remain calm under pressure
• Excellent listeners with strong verbal and written communication skills and able to simplify complex matters whilst providing outstanding service
• Great problem solvers, flexible, and adaptable to changing priorities
• Comfortable switching between multiple IT applications with attention to detail
• Proficient in Microsoft Office (Word & Excel)
• Excited to work with our incredible,diverse community and be part of a supportive workplace culture
• Passionate about learning and sharing knowledge to enhance skills and develop best practice
• Focussed on living our values - integrity / respect for the individual / leading change / learning and sharing / excellence

Who is Diligenta?

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 make a positive difference to the lives of millions, handling some of the most difficult and important calls a person can ever make to support our customers in the moments that really matter in life, providing the best service every time. Customer service is at the heart of everything we do.

Ourunique 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!

We celebrate the diversity of our community and are committed to creating an inclusive environment for all employees. We encourage applications from people of allbackgrounds,experiencesand perspectives.

If you need any help or adjustments at any stage within the recruitment process due to health, disability, or any other reason, please let us know when you apply or talk to the recruiter or hiring manager directly so we can support you.