Total 88 job vacancies by Diligenta

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

The main purpose of an Incident Technical Specialist is to review and resolve Corporate Incidents for our clients, by investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties. Incidents may be systems, procedural or product related.

You will also manage more complex and specialised CI's and provide Technical Specialist support to the wider CI Team

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.
• Apply to find out about our other benefits.

You'll be:

• Owning the project management of individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical CIs. Individuals will manage the most complex CIs within the Corporate Incidents team and will often manage large volumes of CI's under a portfolio / programme management approach.
• Leading CI Team training, mentoring, and auditing.
• Supporting CI related changes from raising initial change request through review and feedback on Business Requirement Documents and carry out testing of passed BAT cases.
• Working towards Key Performance Indicators and deliver against objectives set through monthly focus reviews.
• Completing any of the required regulatory / tax reporting and breach identification

You should apply if you have:

• Strong knowledge of Life and/or Pensions
• Excellent communication skills
• The ability to work effectively under pressure.
• Proficient skills in MS Office Word, PowerPoint

• The ability to train and mentor.

• Excellent planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.

Who are Diligenta?

Our 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.

The Opportunity:

Join our LBG Finance Operations team, ensuring accurate and reliable financial records and transactions. Your role focuses on processing payments, receipts, and distributions, resolving discrepancies, and maintaining compliance with regulatory requirements.

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.
• Apply to find out about our other benefits.

What you'll be doing:

• Lead and manage the Life & Pension Cash Management Team (Legacy & BaNCS) of up to 12 members, ensuring proper training, management, and motivation.
• Continuously review and improve Cash Management processes to ensure regulatory compliance, minimize risks, and enhance customer satisfaction.
• Establish robust controls for Cash Management activities, ensuring compliance with regulations and payment scheme guidelines to prevent breaches and fraud.
• Implement effective risk management practices to identify, assess, and mitigate potential payment processing risks, ensuring data security and fraud prevention.
• Set and monitor KPIs to measure and motivate team performance, delivering a top-tier Cash Management function.
• Handle complex Cash Management queries and act as an escalation point for issues.
• Prepare and present financial information to Senior Managers/Senior Leadership Team as required.
• Collaborate with the Control and Oversight Team on projects supporting strategic initiatives.
• Act as the main contact for Cash Management during annual Financial Audits and Internal Audits, providing timely and accurate responses.
• Assist the Control and Oversight Team in compiling data for Management Information (MI) Reporting.
• Own the End of Day Checklist for Cash Management, ensuring all tasks are completed daily.
• Ensure all team activities adhere to Consumer Duty regulations.

What we're looking for:

• Exceptional interpersonal skills for building relationships with seniors and direct reports.
• Proven experience in team management.
• Strong stakeholder management abilities.
• Clear and effective communication skills, both verbal and written, especially at senior levels.
• Excellent organizational skills for workload planning and task delegation.
• Systematic, disciplined, and analytical problem-solving approach.
• Proficiency in MS Excel and Word.
• Knowledge of financial services, specifically Life & Pension processes and regulations.
• Understanding of Finance and Accounting principles, practices, and compliance in the UK and Ireland.
• 2+ years' experience in a finance role within Financial Services or a payments role in a non-Financial Services company.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

Incidents Analyst

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

An exciting opportunity has a risen for an Incident Analyst to join the Corporate Incidents Team at Diligenta.

In this position, you will play a crucial role in reviewing and resolving corporate incidents for our client. You will be responsible for investigating and analysing the root cause and planning the actions required to rectify the issue, either independently or with relevant parties.

If you are a naturally analytical individual, with a good knowledge of Life and Pensions then please apply today!

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Car Allowance
• Private Healthcare
• 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
• Apply to find out about our other benefits.

What we're looking for

• Strong knowledge of Life and/or Pensions products with expert knowledge in at least one area.
• Good working knowledge of BaNCS.
• Ability to learn and effectively navigate multiple computer systems and interrogate system specifications.
• Excellent working knowledge of computer packages such as Microsoft Word, Excel, Project.
• Strong analytical skills, ability to make sound logical decisions, understands the impact of key decisions.
• Planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.
• Strong customer focus with excellent written and verbal communication skills.
• Ability to work effectively under pressure

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

The Perks

• 25 days holidays + bank holidays.
• Discretionary annual bonus.
• Company pension scheme membership.
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
• Access to our Confidential Helpline is available to be used by you and your family.
• Develop your career through a wider global organisation of the TCS family.

Technical Consultant

Location: Edinburgh - 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

In this role you will be responsible for providing technical consultancy and support to staff, external clients, and their advisers. You will be an expert in Pension and / or Life products, legislation, regulation, and provide specialist technical support on a variety of LBG, Diligenta or legislative/mandatory driven projects.

What you will be doing

• You will be a Subject Matter Expert (SME) for projects ensuring work undertaken is technically compliant and that risks are identified and raised in project risk registers.
• Addressing and resolving complex legislative, product, compliance and nonstandard process queries
• Providing technical consultancy and support to Operations in the resolution/ mitigation of risks and/ or introduction of controls e.g. closure of audit actions, compliance concerns, incidents and escalations, department specific risks / controls.
• Supporting the Business Acceptance Testing team by providing technical knowledge of product and processes whilst completing testing before every BaNCS release.
• Analysing referral trends, providing feedback and implementing improvement activity to reduce queries by initiating process changes and/ or providing technical training.

What we are looking for

• Technical Expertise - Life and/ or Pensions.
• Experience working with procedure guides either writing or reviewing.
• Compliance and legislative awareness.
• Experience with Platforms such as BaNCS.
• Effective coaching and training skills.
• Project experience

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
• Apply to find out about our other benefits

Summary of the role:

The role involves coaching and mentoring Complaint Managers, managing workloads, and serving as the main contact for escalated complaints. You'll help investigate and resolve complaints related to Life, Pensions, and Investment products, ensuring fairness and maintaining service levels. Additionally, you'll handle complex cases, including those involving pension liberation and vulnerable customers.

What you'll be doing?

• Deliver coaching and training to boost productivity and accuracy, with timely feedback
• Assist with work allocation to ensure fair distribution of cases and efficient handling of customer complaints
• Use data to improve processes, customer experience, and service delivery
• Provide technical support to Complaint Managers on complex cases to ensure fair outcomes
• Manage your own cases to meet deadlines and maintain fair customer outcomes
• Investigate and resolve Life, Pensions, and Investment complaints, including complex cases, following all guidelines
• Advise and coach service areas to help reduce formal complaints

What we're looking for?

• Strong customer skills, with empathetic communication both over the phone and in writing
• Previous Complaints experience is essential
• Quick understanding and application of product and process information
• Strong problem-solving and decision-making abilities
• Have prior experience in Financial Services or Life & Pensions industry would be a plus
• Are able to work effectively under pressure and manage to tight deadlines
• Confident and professional telephone manner
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

Customer Service Representative - Edinburgh Lloyds Banking Group

£21,840 - £23,000 per year

Monday-Friday, 9am - 5pm

Fountainbridge, Edinburgh, EH3 9PE

So, what does the role entail?

You'll join a people and technology-driven business, taking inbound calls from customers about their life assurance, savings, investments, or pension plans. Whether assisting customers plan for retirement, accessing investments, updating personal information, or supporting families during bereavements, you'll ensure a seamless experience during the moments that matter.

Many new colleagues come from contact centres, retail, hospitality, or travel backgrounds, so financial services experience isn't required; comprehensive training will be provided.

We support our colleagues with competitive benefits:

• No weekend working.
• 31 days annual leave (including UK Bank Holidays).
• Annual discretionary bonus eligibility.
• Perks at Work (online discounted shopping).
• Car lease scheme and Jaguar Land Rover discount.
• Cycle to Work scheme and interest-free season ticket loans.
• Annual volunteering day.
• Supportive people policies for the moments that matter in life (Carer's Leave, Foster Leave, Fertility Leave, Retirement Leave).
• Wellbeing programme with health checks, nutritional advice, second medical opinion option, employee assistance programme and mental, physical, and financial support.
• Contributory pension scheme (up to 6% match), Group Life Assurance, and Group Income Protection.
• Personal and career development opportunities within Diligenta.

Join our team if you're….

• Passionate about delivering a seamless customer experience with empathy and respect, with the ability to remain calm under pressure.
• Someone who has excellent listening, verbal and written communication skills and able to simplify complex matters whilst providing outstanding service.
• A problem solver, 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 great people and create a supportive workplace.
• Passionate about learning and sharing knowledge to enhance skills and develop best practices.

Who is Diligenta?

Diligenta makes a positive difference to the lives of millions, handling some of the most difficult and important calls a person can ever make. We are dedicated to being there to support customers in the moments that really matter in life and providing the best service every time. 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 deliver exceptional customer service to customers on behalf of well-known brands including Lloyds Banking Group, The Phoenix Group, Standard Life, AVIVA, M&G Prudential and Nest, the UK government's workplace pension scheme. 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 be part of our journey.

Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.

Senior Project Manager

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.

The Opportunity

As a result of consistent growth and transformation, we are offering the opportunity to a Senior Project Manager to join us on this exciting journey. Playing a key role in the managing and delivery of projects and programme work-streams, this is an excellent next-step for an experienced Project Manager with a proven record in delivering large operational & business projects.

You'll be:

• Pivotal in the leadership, management and delivery of projects or programme work-streams, ensuring project deadlines are met within budget and scope
• Actively applying the appropriate project management discipline; planning, resourcing, scheduling, monitoring, reporting and risk, issue, and dependency management
• Leading the overall planning of project and management of resources, including well developed contingency plans to deliver the agreed solutions
• Developing and maintaining relationships with stakeholders and key customers

You should apply if you:

• Have a proven record of delivery in large change and transformation projects
• Experience working with Life and Pension
• Are an expert in project management disciplines and budget management
• Can show experience in managing multiple cross-functional stakeholders
• Possess the ability to drive business solution identification and project initiation

Benefits:

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• Access to our Confidential Helpline is available to be used by you and your family
• Develop your career through a wider global organisation of the TCS family

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:

We are seeking a dynamic individual to join our team and be responsible for overseeing the business wide complaints quality assurance processes, with a view to driving better outcomes for our customers, continuous improvement and a standardised corporate approach. The candidate will oversee action plans to close any gaps in performance across all the Diligenta accounts.

Benefits:

• 33 days including Bank Holidays
• Personal and career development opportunities to progress your aspirations within the company
• 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
• Apply to find out about our other benefits

What you'll be doing:

• Working within a team to ensure consistent implementation of our centralised QA process for complaints

• Develop and implement quality control procedures and standards to drive better customer outcomes and improve complaint handling processes
• Prepare and present regular reports on complaint trends, resolutions, and actions taken to senior management.
• Maintain a customer-centric approach, ensuring that all complaints are handled with empathy and professionalism.
• Engaging across all accounts and establishing relationships

What we're looking for:

• Experience in financial services
• Previous experience in quality, continuous improvement, standardisations and consumer duty
• Strong knowledge of Quality Assurance in Operations
• Team Working skills
• An energetic individual with a positive outlook
• Someone with skills in Excel, PowerPoint, Outlook, complaints database
• (Desirable) experience in six sigma

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

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

In this role you will be reporting into the Incident Team Leader, the man responsibility of the Business Analyst is to review and resolve Corporate Incidents for our clients. You will be investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties.

To ensure that Corporate Incidents are delivered in line with client and regulatory expectations.

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.
• Apply to find out about our other benefits.

You'll be:

• Involved in any elements of the CI process from initial investigation, population analysis, planning of activities, calculation of detriment, root cause fix and customer remediation.
• Ensuring rectification is completed in accordance with Life & Pensions Regulations, TCF (Treating Customers
  Fairly) principles and Phoenix Remediation Frameworks
• Taking ownership of activity within individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical pieces of work.
• Making decisions taken against Incident procedures and regulatory guidelines to ensure customers are put back into the position they should have been.
• Liasing with internal stakeholders, policy holders, advisors and external clients are involved and receive appropriate communications. Meetings with all relevant parties organised and facilitated.

You should apply if you have:

• Strong knowledge of Life and/or Pensions
• Excellent communication skills
• Proficient skills in MS Office Word, PowerPoint
• Strong analytical skills
• Experience working within financial services and to FCA Guidelines

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

There is an excellent opportunity for an Incidents Service Leader to join our team in Edinburgh. In this role you will be working as a key part of the Corporate Incidents Senior Management Team to effectively manage the operational day to day activity across multi-site locations, along with oversight of our Offshore teams.

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.
• Apply to find out about our other benefits.

What You'll be Doing:

• Managing Incident Team Leaders and team members to deliver to agreed processes and identify process improvements, by understanding issues, making appropriate changes and recommendations.
• Effectively managing resources across the department, planning short-, medium- and long-term resource requirements and ensuring that resulting training and recruitment needs are met.
• Ensuring regulatory compliance in all we do and that Consumer Duty focus in embedded in our working practices.
• Making sure communications with own team are effective, ensuring Team Leaders and team members are aware of department progress, strategy and any process amendments or cascades.
• Delivering CI activity for new books of business migrating onto BaNCs, planning and integrating the work into the team.

What We're Looking For

Proven relevant experience in Financial Services and Outsourcing.

• Experience in client management in a commercially focussed environment,
• Sound technical and product knowledge from a Financial Services organisation, enabling the review of Impact Assessments to ensure appropriate solutions are being proposed.
• Experience of performance managing teams in a commercial environment.
• Hands on experience of leading and managing teams in a medium sized Customer Services Operation function.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

Complaint Handler

Starting at £25,000 per year

Monday to Friday, Flexible between, 8am - 6pm

35 hours per week

Edinburgh, EH1 2DH

Summary of the role:

Join Diligenta as a Complaint Handler and become an integral part of our exceptional customer service delivery. Representing our brand, you'll ensure every customer feels relieved or satisfied after investigating their issues. With multiple positions available due to our growing partnership with Standard Life, you'll enjoy flexible working hours with no evening or weekend shifts. Our customers' needs are rapidly evolving and via Consumer Duty the FCA is also raising the bar. The complaint handler role is about listening, responding, identifying customer needs and using your networking skills to reach fair outcomes for our customers.

Benefits:

• We offer 31 days holiday (including bank holidays)
• An annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• A range of employee discounts saving you money on anything from your weekly food shop to holidays, electrical goods, and financial services
• Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services).

Key Responsibilities

• Investigating complaints holistically to make fair, reasonable decisions on complex cases.
• Managing conflicts and maintaining positive relationships at all business levels.
• Self-managing complaint workload for various products within regulatory timescales.
• Maintaining knowledge of FCA complaint handling rules.
• Interpreting FOS decisions, sharing, and implementing lessons learned.
• Listening to and engaging with customers to fully understand their concerns.
• Gathering evidence from customers and stakeholders to ensure fair, independent decisions, and communicating outcomes clearly.
• Determining appropriate compensation for financial loss and/or trouble and upset payments.
• Quality assuring complaint files for compliance with professional and regulatory standards.
• Identifying common themes, conducting root cause analysis, and making recommendations to the business.

What we're looking for:

• Previous customer service experience is required.
• Teamwork - We believe that a great team needs great people who are passionate about helping people and providing great service as one team.
• Listening and communication skills are core to what we do. You will need to be able to communicate complex matters in a simple and supportive way.
• Someone who can quickly understand the customer need and place a real focus on resolving issues and queries effectively and empathetically.
• Good PC skills and knowledge of Microsoft Office (e.g. word, excel) together with attention to detail are essential for these roles.
• Working knowledge of Life and Pensions industry

About us:

Here at Diligenta, we are proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 million customers. Our vision is to be the 'Customer Experience Partner' for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We impact peoples' lives every day, be it helping pay for a loved one's funeral or providing someone with their pension funds for a happy retirement.

Join Diligenta and make an impact, start your application today.

Incidents Analyst

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

An exciting opportunity has a risen for an Incident Analyst to join the Corporate Incidents Team at Diligenta.

In this position, you will play a crucial role in reviewing and resolving corporate incidents for our client. You will be responsible for investigating and analysing the root cause and planning the actions required to rectify the issue, either independently or with relevant parties.

If you are a naturally analytical individual, with a good knowledge of Life and Pensions then please apply today!

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Car Allowance
• Private Healthcare
• 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
• Apply to find out about our other benefits.

What we're looking for

• Strong knowledge of Life and/or Pensions products with expert knowledge in at least one area.
• Good working knowledge of BaNCS.
• Ability to learn and effectively navigate multiple computer systems and interrogate system specifications.
• Excellent working knowledge of computer packages such as Microsoft Word, Excel, Project.
• Strong analytical skills, ability to make sound logical decisions, understands the impact of key decisions.
• Planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.
• Strong customer focus with excellent written and verbal communication skills.
• Ability to work effectively under pressure

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

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

An Exciting opportunity has arisen for an Incident Administrator to join the Corporate Incidents team at Diligenta.

Your main purpose will be to complete rectification activities for all corporate incidents for our clients, to ensure they are delivered in line with client and regulatory expectations, whilst providing efficient and good quality customer service.

You will be responsible for all administration on issues that may occur on Life & Pensions policies when a corporate incident is raised.

If you are interested in working for a company that can provide a great work culture and progression routes, please apply today!

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Car Allowance
• Private Healthcare
• 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
• Apply to find out about our other benefits.

What we're looking for

• Excellent written communication skills.
• Customer focused, with a confident, professional telephone manner.
• Ability to take on board product and process knowledge and apply it quickly
• Are able to learn and effectively navigate multiple computer systems.
• Ability to work effectively under pressure
• Flexibility and adaptability
• Good time keeping and self motivated

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

In this role you will be reporting into the Incident Team Leader, the man responsibility of the Business Analyst is to review and resolve Corporate Incidents for our clients. You will be investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties.

To ensure that Corporate Incidents are delivered in line with client and regulatory expectations.

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.
• Apply to find out about our other benefits.

You'll be:

• Involved in any elements of the CI process from initial investigation, population analysis, planning of activities, calculation of detriment, root cause fix and customer remediation.
• Ensuring rectification is completed in accordance with Life & Pensions Regulations, TCF (Treating Customers
  Fairly) principles and Phoenix Remediation Frameworks
• Taking ownership of activity within individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical pieces of work.
• Making decisions taken against Incident procedures and regulatory guidelines to ensure customers are put back into the position they should have been.
• Liasing with internal stakeholders, policy holders, advisors and external clients are involved and receive appropriate communications. Meetings with all relevant parties organised and facilitated.

You should apply if you have:

• Strong knowledge of Life and/or Pensions
• Excellent communication skills
• Proficient skills in MS Office Word, PowerPoint
• Strong analytical skills
• Experience working within financial services and to FCA Guidelines