Customer Service Technical Representative

Customer Service Technical Representative

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.

Act as Technical Support to Customer Services, dealing with technical queries from administrators & customers. In this role you will provide input to projects as well as providing day to day support with more complex customer queries, risk events, and also support less experienced colleagues.

• 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 company wide 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

If you need any help or adjustments during the recruitment process, please let us know.

• Acting as a technical point of reference for customer service teams, supporting complex pension queries and escalations.
• Ensuring work is completed accurately and compliantly in line with legislation, regulatory standards and internal procedures.
• Supporting service delivery by contributing to SLAs, KPIs, and audits.
• Coaching and guiding colleagues, providing constructive feedback and identifying training needs.
• Supporting projects, risk events, and work orders as a technical subject matter expert whilst also identifying opportunities to improve processes, reduce risk and enhance the customer experience.

• Strong technical knowledge of customer service processes within a pension and financial services environment. Specifically Defined Benefit pension knowledge is key.
• Proven experience working to quality, accuracy and SLA-driven measures, even under pressure.
• Experience in both customer service and back-office administration.
• A confident communicator who can explain complex information clearly to both colleagues and customers.
• Experience supporting, coaching or mentoring less experienced colleagues.
• High attention to detail, with the ability to analyse information and identify risks or errors
• A customer-focused professional who consistently demonstrates integrity, compliance and fairness.

Ready to take the next step in your career? Apply today and become part of our innovative team!