At a Glance
- Tasks: Assist customers with life assurance, savings, investments, and pension plans.
- Company: Join Diligenta, a leading provider in the UK Life Assurance and Pensions market.
- Benefits: Enjoy 31 days annual leave, competitive salary, and a supportive wellbeing programme.
- Other info: Dynamic workplace with opportunities for personal and career development.
- Why this job: Make a real difference in people's lives during important moments.
- Qualifications: Experience in claims CSR role and strong communication skills required.
The predicted salary is between 24000 - 32000 £ per year.
About This Role
Claims Customer Service Representative
Salary: From £28,000
Monday‑Friday, 9am - 5pm
Standard Life House, Edinburgh
What does the role entail?
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 assisting 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.
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.
The Claims Team are responsible for the handling of health, disability or bereavement claims which require gathering supporting medical evidence, assessing evidence and making a claims decision based on the information gathered and the benefits provided by the customer’s policy/policies.
We’re looking for individuals with:
- Demonstratable experience in a claims CSR role within the pensions, life insurance or investment sectors.
- Proven expertise in handling sensitive customer situations with professionalism and empathy.
- Strong working knowledge of pensions industry and other retirement products.
- Strong communication and problem‑solving skills, with the ability to explain complex information clearly.
- Familiarity with FCA regulations, data protection, and complaint handling procedures.
- High level of accuracy and thoroughness in reviewing documentation.
- Ability to identify discrepancies and potential fraud.
- Ability to explain complex information clearly and concisely
We support our colleagues with competitive benefits:
- We are a Real Living Wage employer
- No weekend or evening work
- 31 days annual leave (including 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 (online discounted shopping)
- Car lease scheme and Jaguar Land Rover discount
- Cycle to Work scheme and interest‑free season ticket loans
Our people are...
- Committed to deliver good customer outcomes in a relevant and customer focused way.
- 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 other great people and create a supportive workplace
- Passionate about learning and sharing knowledge to enhance skills and develop best practices
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. We’re dedicated to being there to support customers in the moments that really matter in life and providing the best service every time. 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.
We deliver exceptional customer service to customers on behalf of well‑known brands including Lloyds Banking Group, The Phoenix Group, Standard Life, ReAssure, AVIVA, M&G Prudential and Nest. 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!
Diligenta’s innovation spans more than just technology; we look for new ways to innovate in customer service and client satisfaction too. Our ongoing and expected company growth offers opportunities for all our colleagues, and we’re excited to welcome new people to our journey.
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.
Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.
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Claims Customer Service Representative employer: Diligenta
Diligenta is an excellent employer, offering a supportive workplace culture that prioritises positive change and employee well-being. With generous holiday allowances, career development opportunities, and a contributory pension scheme, employees are encouraged to grow and thrive in their roles. Joining the claims department in Bristol means being part of a team that values fair decision-making and collaboration, making it a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Claims Customer Service Representative
✨Tip Number 1
Get to know the company before your interview! Research Diligenta's values and mission, especially their commitment to customer service. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling sensitive customer situations, it’s crucial to demonstrate empathy and clarity. Role-play with a friend or family member to get comfortable explaining complex information simply.
✨Tip Number 3
Prepare for situational questions! Think about past experiences where you’ve solved problems or handled difficult conversations. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Claims Customer Service Representative
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Claims Customer Service Representative role. Highlight your experience in handling sensitive customer situations and your knowledge of the pensions industry. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since this role involves explaining complex information clearly, use your application to demonstrate your strong communication skills. Whether it's through your CV or cover letter, make it easy for us to see how you can simplify complex matters.
Be Authentic:We love seeing genuine personalities shine through! Don’t be afraid to let your passion for customer service and helping others come across in your application. Share your experiences that reflect our values of empathy and respect.
Apply Through Our Website:To ensure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Diligenta
✨Know Your Stuff
Make sure you brush up on your knowledge of pensions, life insurance, and investment products. Familiarise yourself with the key terms and concepts, as well as any relevant FCA regulations. This will help you answer questions confidently and show that you're serious about the role.
✨Empathy is Key
Since you'll be dealing with sensitive situations, practice how to convey empathy and professionalism in your responses. Think of examples from your past experience where you handled difficult customer interactions with care. This will demonstrate your ability to connect with customers during their most challenging moments.
✨Communication Skills Matter
Prepare to showcase your communication skills by practising how to explain complex information clearly and concisely. You might want to do a mock interview with a friend or family member, focusing on simplifying complicated topics. This will help you feel more at ease when discussing intricate details during the actual interview.
✨Attention to Detail
Highlight your ability to review documentation thoroughly and identify discrepancies. Bring examples of how you've ensured accuracy in your previous roles. This will reassure the interviewer that you can handle the meticulous nature of claims processing effectively.
