Customer Service Technical Representative

Diligenta; West of England; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

33 days including Bank Holidays

Annual discretionary bonus

Personal and career development

Perks at Work access

Cycle to Work Scheme

Wellbeing programme

Moments that Matter policies

Company pension & life assurance

Job summary

Diligenta is seeking a Customer Service Technical Representative in Bristol to provide technical support to customer services, handle complex queries, and coach colleagues. You will review procedural changes, support day-to-day operations, and contribute to continuous improvement across the team.

The role emphasizes accuracy, compliance with data protection and regulatory requirements, and a proactive stance in delivering high-quality customer service within a Tata Consultancy Services group.

Qualifications

• Accreditation of most processes.
• Ability to understand relevant product features.
• Ability to operate process steps manually or via systems.
• Ability to analyse and interpret information.
• Training and coaching skills showcased.

Responsibilities

• Serve as technical reference for administrators and customers.
• Support achievement of service level agreements.
• Contribute to process improvements and training.
• Deliver projects, risk events and work orders.

Skills

Accreditation of processes

Product feature understanding

Process steps operation

Information analysis

Training & coaching

Excellent communication

Computer literacy

Identify customer requirements

Role model values

Planning & organizing

Job description

Customer Service Technical Representative

About This Role

Customer Service Technical Representative
Location:Bristol
Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role
Act as Technical Support to Customer Services, dealing with technical queries from administrators & customers. Individuals in this role will provide input to projects and review all procedural changes as well as providing day to day to support with more complex customer queries, risk events, work orders and to support and coach less experienced colleagues.

Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services) Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ("Death in Service") & Group Income Protection

What you’ll be doing:

• Act as technical reference for all administrators ensuring the highest level of accuracy and professionalism at all times. Identifying training needs to Team Managers and Process Trainers
• Actively contribute towards the achievements of Service Level Agreements of the department
• Personal skills acquisition such as attaining accreditation and supporting other team members with theirs
• Demonstrate personal commitment to constantly improving processes through improvement initiatives, eliminating waste, improving customer experience.
• Delivery of specific projects / Risk Events / Work Orders / KPIs
• Evidence of personal continuous improvement and driving continuous improvement within the team or wider area
• Where audits are to be completed, completion of personal target for Quality Audit sample size and Re-audit sample size. This includes completion of required spread of audits across team, colleague’s, processes, open and closed file audits as required as well as providing appropriate and timely feedback to colleague’s
• Manage & maintain Procedure guides, checklists and template documents, ensuring they are updated with legislation & process changes, including Money Laundering Procedures, Compliance and Data Protection policies.
• Ensure protection to our customers, the business, employees and shareholders by consistently demonstrating competence to meet the key performance indicators for this role, AXA's legal (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data security, Compliance, TCF).
• Application of Legal/Regulatory knowledge by conducting all duties in accordance with defined policies and procedures and in line with the New Consumer Duty

What we’re looking for:

• Accreditation of all or majority of processes.
• Ability to understand relevant product features
• Ability to operate process steps (manually and/or using appropriate business systems)
• Ability to analyse and interpret information
• Training & Coaching Skills
• Excellent communication skills
• Computer literate
• Ability to identify and act on customer requirements
• Ability to demonstrate & role model Diligenta values
• Good planning and organising skills