Customer Service Representative

Diligenta; Stirling; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Real Living Wage

No weekend/evening

31 days leave

Bonus eligibility

Pension scheme

Life Assurance

Income Protection

Car lease scheme

JLR discount

Cycle to Work

Wellbeing programme

Career development

Perks at Work

Volunteering day

Job summary

Diligenta is seeking a Customer Service Representative in Stirling. You will handle calls across life assurance, savings, investments or pensions, guiding customers with empathy and clarity. Training is provided, with no prior financial services experience required.

The role is 37.5 hours weekly, Monday to Friday, with hybrid working after 6 months. Starting salary is £26,228 per year, with a range of company benefits and a pension plan.

Qualifications

• Customer-focused approach to call handling.
• Strong verbal and written communication.
• Ability to navigate multiple IT applications with accuracy.

Responsibilities

• Handle calls from customers about life assurance, savings, investments, or pension plans.
• Assist customers with retirement planning and updating personal information.
• Provide a seamless, empathetic service during moments that matter.

Skills

Customer service

Active listening

Communication skills

Problem solving

MS Word & Excel

Tools

Microsoft Office

CRM software

Job description

About This Role

Customer Service Representative

Starting at £26,228 per year

Monday to Friday

37.5 Hours per week, between 8am-6pm

Hybrid after 6 months

Kildean Business Park, Stirling, FK8 1FT

You'll be joining a people and technology-driven business, handling calls to and from customers about their life assurance, savings, investments, or pension plans. Whether helping customers planning for retirement, accessing investments, updating personal information, or supporting families during bereavements, 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're an 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 opinion option, employee assistance programme and 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.

We deliver exceptional customer service to customers on behalf of many well-known brands and 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!

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