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- Tasks: Handle customer calls about life assurance, savings, and pensions with empathy and professionalism.
- Company: Diligenta is a leading provider of outsourced administration services in the UK Life Assurance and Pensions market.
- Benefits: Enjoy 31 days annual leave, a competitive salary, and a supportive wellbeing programme.
- Why this job: Join a culture focused on positive change, customer service, and personal development.
- Qualifications: Experience in claims CSR roles and strong communication skills are essential.
- Other info: No weekend or evening work; apply now to be part of an innovative team!
The predicted salary is between 20800 - 24800 £ per year.
Salary: From £24,867
Monday-Friday, 9am - 5pm
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:
- Demonstrable 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. Ready to take the next step in your career? Apply today and become part of our innovative team!
Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.
Claims Customer Service Representative (Hiring Immediately) employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Customer Service Representative (Hiring Immediately)
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Claims Customer Service Representative. Understanding the nuances of handling sensitive customer situations and the importance of empathy will help you stand out during interviews.
✨Tip Number 2
Brush up on your knowledge of pensions, life insurance, and investment products. Being able to discuss these topics confidently will demonstrate your expertise and commitment to the role.
✨Tip Number 3
Practice your communication skills by explaining complex information in simple terms. This is crucial for the role, as you'll need to ensure customers fully understand their claims and options.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Claims Customer Service Representative (Hiring Immediately)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in claims customer service, particularly within the pensions, life insurance, or investment sectors. Use specific examples to demonstrate your skills in handling sensitive situations with professionalism and empathy.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your strong communication and problem-solving skills, and how you can simplify complex information for customers. Be sure to express your passion for delivering exceptional customer service.
Highlight Relevant Skills: In your application, emphasise your familiarity with FCA regulations, data protection, and complaint handling procedures. Detail your ability to identify discrepancies and potential fraud, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Ensure that all information is accurate and clearly presented, as attention to detail is vital in this position.
How to prepare for a job interview at Diligenta
✨Show Empathy and Professionalism
In a role that deals with sensitive situations, it's crucial to demonstrate your ability to handle calls with empathy and professionalism. Prepare examples from your past experience where you successfully managed difficult customer interactions.
✨Know Your Stuff
Familiarise yourself with the pensions industry, life insurance, and investment products. Be ready to discuss relevant regulations, such as FCA guidelines, and how they impact customer service. This knowledge will show your commitment to the role.
✨Communicate Clearly
Practice explaining complex information in simple terms. During the interview, focus on your communication skills by articulating your thoughts clearly and concisely. This is vital for helping customers understand their claims.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've identified discrepancies or resolved issues effectively. Highlight your problem-solving approach and adaptability, as these traits are essential for success in this role.
