Customer Service Representative

Diligenta; Stirling; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Real Living Wage

No weekends or evenings

31 days leave including bank holidays

Annual discretionary bonus eligibility

Pension scheme

Group Life Assurance

Wellbeing programme

Perks at Work

Job summary

Diligenta is hiring a Customer Service Representative in the United Kingdom. You will handle calls about life assurance, savings, investments or pensions, delivering an empathetic, accurate service to customers across touchpoints.

Comprehensive training is provided; no prior financial services experience is required. The role is 37.5 hours weekly, Monday to Friday, with hybrid working after six months and a competitive benefits package.

Qualifications

• Training provided; financial services experience not required.
• Strong customer service focus with excellent communication and listening skills.
• Comfort operating across multiple IT applications and systems.

Responsibilities

• Handle calls from customers about life assurance, savings, investments, or pensions.
• Provide a seamless customer experience and accurate information across touchpoints.
• Assist customers with updating personal information and account details.
• Support families during bereavement scenarios and related processes.

Skills

Communication skills

Active listening

Problem solving

Attention to detail

Multi-application navigation

Empathy

Tools

Microsoft Office (Word & Excel)

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

What does the Customer Service Representative role involve?

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.

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.