Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage and resolve customer complaints through calls and written communication.
- Company: Diligenta provides top-notch outsourced services in the UK Life Assurance and Pensions market.
- Benefits: Enjoy 31 days holiday, a bonus scheme, and discounts on everyday purchases.
- Why this job: Join a diverse team focused on exceptional service and continuous improvement.
- Qualifications: Experience in complaint handling and strong customer service skills are essential.
- Other info: Flexible working hours and opportunities for personal and career development.
The predicted salary is between 25000 - 35000 £ per year.
An exciting opportunity has arisen for a Complaint Handler to join our business. In this role, you will manage, investigate, and resolve customer complaints, both in writing and over the phone. The ability to identify root causes and trends, as well as work with other areas of the business to prevent future complaints, is essential.
Benefits:
- 31 days holiday (including bank holidays).
- Eligibility for an annual discretionary bonus scheme.
- A contributory company pension scheme.
- Excellent employee wellbeing and assistance support programs.
- A range of employee discounts on everyday purchases, from groceries to holidays, electronics, and financial services.
- Personal and career development opportunities within Diligenta and our global parent company, TCS (Tata Consultancy Services).
What We're Looking For:
- Previous complaint handling experience is required.
- Strong customer service experience within the financial sector.
- Excellent verbal and written communication skills.
- Investigative and analytical skills.
- Knowledge of quality assurance processes and techniques.
- An empathetic nature with a desire to achieve fair outcomes for customers.
- Good PC skills, including proficiency in Microsoft Office (Word, Excel), with strong attention to detail.
Key Responsibilities:
- Deliver exceptional customer service.
- Provide a prompt and professional response, ensuring complaints are resolved within agreed timescales.
- Manage your own workload effectively.
- Work as part of a team to achieve shared goals.
- Identify root causes, trends, and issues that arise by process, product, or complaint type, and work with the wider business to reduce complaint volumes.
- Recognise opportunities for process improvement.
About Diligenta:
Diligenta is a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. We handle some of the most sensitive customer interactions, ensuring exceptional service at every step. Our unique technology solution enables us to support over 23 million customers - that's 1 in 3 people in the UK! Diligenta is proud to be a subsidiary of Tata Consultancy Services (TCS), part of the Tata Group. We are an equal-opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees.
Complaint Handler employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Handler
✨Tip Number 1
Familiarise yourself with common complaint handling techniques and best practices in the financial sector. This will not only boost your confidence but also demonstrate your commitment to understanding the role during interviews.
✨Tip Number 2
Practice your communication skills, both verbal and written. Role-playing scenarios with friends or family can help you articulate your thoughts clearly and empathetically, which is crucial for a Complaint Handler.
✨Tip Number 3
Research Diligenta and its parent company, TCS, to understand their values and customer service philosophy. Tailoring your approach to align with their mission can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Diligenta on platforms like LinkedIn. They can provide valuable insights into the company culture and the specific challenges faced in the Complaint Handler role.
We think you need these skills to ace Complaint Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous complaint handling experience and customer service skills, particularly within the financial sector. Use specific examples to demonstrate your investigative and analytical abilities.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your empathetic nature and how it drives you to achieve fair outcomes for customers. Relate your skills to the key responsibilities outlined in the job description.
Showcase Communication Skills: Since excellent verbal and written communication skills are essential, ensure that your application is free from errors and clearly conveys your message. Consider including a brief example of how you've effectively resolved a complaint in the past.
Highlight Process Improvement Experience: If you have experience identifying root causes and trends in complaints, make sure to include this in your application. Discuss any initiatives you’ve taken to improve processes and reduce complaint volumes in your previous roles.
How to prepare for a job interview at Diligenta
✨Showcase Your Complaint Handling Experience
Be prepared to discuss your previous experience in handling complaints. Share specific examples of how you managed difficult situations, resolved issues, and the outcomes of those interactions. This will demonstrate your capability and confidence in the role.
✨Demonstrate Strong Communication Skills
Since excellent verbal and written communication skills are crucial for this position, practice articulating your thoughts clearly. During the interview, ensure you listen actively and respond thoughtfully to questions, showcasing your ability to communicate effectively with customers.
✨Highlight Your Analytical Skills
The role requires investigative and analytical skills to identify root causes of complaints. Be ready to discuss how you approach problem-solving and provide examples of how you've used data or trends to improve processes in your previous roles.
✨Emphasise Empathy and Customer Focus
An empathetic nature is essential for a Complaint Handler. Prepare to share instances where you demonstrated empathy towards customers, ensuring fair outcomes. This will show that you understand the importance of customer satisfaction and are committed to providing exceptional service.
