At a Glance
- Tasks: Provide technical support for customer service, tackling complex queries and coaching colleagues.
- Company: Join Diligenta, a leading platform-based life and pensions administration service provider.
- Benefits: Enjoy 33 days off, bonuses, career development, and a wellbeing programme.
- Other info: Be part of a culture focused on positive change and personal development.
- Why this job: Make a real difference in customer service while growing your skills in a supportive environment.
- Qualifications: Strong technical knowledge in pensions and customer service experience required.
The predicted salary is between 28800 - 43200 £ per year.
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. 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.
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:
- 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.
What we’re looking for:
- 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.
If you need any help or adjustments during the recruitment process, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!
Customer Service Technical Representative in Bristol employer: Diligenta
Diligenta is an exceptional employer that prioritises customer service and employee development, fostering a supportive work culture that feels like home. With comprehensive benefits including 33 days of leave, a robust wellbeing programme, and opportunities for personal and career growth within the global Tata Consultancy Services network, employees are empowered to thrive both professionally and personally. Join us in a role where your technical expertise will not only support our clients but also contribute to meaningful change in the life and pensions administration sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Technical Representative in Bristol
✨Tip Number 1
Get to know the company! Research Diligenta's values and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical knowledge! Brush up on Defined Benefit pension processes and customer service best practices. Being able to discuss these confidently will set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially even a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our innovative team at Diligenta.
We think you need these skills to ace Customer Service Technical Representative in Bristol
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Customer Service Technical Representative role. Highlight your technical knowledge in pensions and customer service processes, as this will grab our attention!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re the perfect fit for Diligenta. Share specific examples of how you've supported colleagues or handled complex queries in the past. We love seeing your personality shine through!
Showcase Your Communication Skills:As a confident communicator, it’s important to demonstrate your ability to explain complex information clearly. Use your application to show us how you can break down technical jargon into easy-to-understand language.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Diligenta
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Defined Benefit pensions. Diligenta is looking for someone who can handle complex queries, so be prepared to discuss specific scenarios and how you would approach them.
✨Showcase Your Customer Focus
Diligenta values customer service at its core. Be ready to share examples of how you've gone above and beyond for customers in the past. Highlight your ability to communicate complex information clearly, as this will be crucial in the role.
✨Demonstrate Team Spirit
Since you'll be coaching and guiding less experienced colleagues, think of instances where you've supported others. Share how you provided constructive feedback and helped improve team performance, as this aligns with Diligenta's culture of positive change.
✨Prepare for Pressure
The role involves working to SLAs and KPIs, often under pressure. Think of times when you've successfully managed tight deadlines or high-stress situations. Being able to articulate your strategies for maintaining quality and accuracy will impress your interviewers.
