At a Glance
- Tasks: Provide technical support and guidance to customers, ensuring top-notch service.
- Company: Join Diligenta, a leading life and pensions administration service provider.
- Benefits: Enjoy 33 days off, bonuses, and perks like discounts and wellness programmes.
- Other info: Dynamic team environment with opportunities for personal and career development.
- Why this job: Make a real difference in customer experience while growing your skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Location: Bristol
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.
Summary of the role:
- Act as Technical Support to Customer Services, dealing with technical queries from administrators and customers.
- Provide input to projects and review all procedural changes.
- Support with more complex customer queries, risk events, work orders and coach less experienced colleagues.
Benefits:
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities
- Access to Perks at Work (an online discounted shopping platform)
- Cycle to Work Scheme
- Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme
- A comprehensive set of Moments that Matter policies
- 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:
- Act as technical reference for all administrators ensuring the highest level of accuracy and professionalism.
- Identify training needs to Team Managers and Process Trainers.
- Contribute towards the achievements of Service Level Agreements of the department.
- Demonstrate personal commitment to constantly improving processes through improvement initiatives.
- Delivery of specific projects / Risk Events / Work Orders / KPIs.
- Manage and maintain Procedure guides, checklists and template documents.
- Ensure protection to our customers, the business, employees and shareholders by consistently demonstrating competence.
- Application of Legal/Regulatory knowledge by conducting all duties in accordance with defined policies and procedures.
What we’re looking for:
- Detailed knowledge of a full range of heritage AXA, Friends Provident and Scottish Widows products.
- Accreditation of all or majority of processes.
- Ability to understand relevant product features.
- Ability to analyse and interpret information.
- Training and Coaching Skills.
- Excellent communication skills.
- Computer literate.
- Ability to identify and act on customer requirements.
- Good planning and organising skills.
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 specialist team!
Customer Service Technical 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 Customer Service Technical Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diligenta. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Diligenta before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Technical Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Diligenta:Your cover letter is your chance to shine! Tell us why you want to work at Diligenta specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Diligenta!
How to prepare for a job interview at Diligenta
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
