Total 88 job vacancies by Diligenta

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.

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.

Customer Service Representative

£21,840 - £23,000 per year

Monday-Friday, 9am-5pm, 35 hours per week

Hybrid remote - Combination of work from home and in office

Standard Life House, Edinburgh, EH1 2DH

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.

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

This role can be based in either Edinburgh, Peterborough, Bristol, Basingstoke, Reading

As a Risk Manager, you will be responsible for supporting the Head of Enterprise Risk in providing oversight of risks that impact the business. As part of the Corporate Risk team, you will work closely with senior managers across IT, Finance, Commercial, HR, Internal Audit, and Line 2 functions to manage and mitigate key risks.

This is a critical role in helping the business achieve its strategic and financial objectives, where your leadership in managing corporate risks will drive growth and protect our reputation.

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 you'll be doing

• Support the Head of Function on functional engagement from a Line 2 risk perspective to ensure the risk management policy is properly embedded
• Review and challenge the effectiveness of governance mechanisms deployed by the relevant functions
• Ensure risk appetite and tolerance are appropriately monitored within each relevant function
• Supporting the Head of Function in developing and leading the Risk Management Framework internally
• Lead on the engagement with any external suppliers to the Line 2 functions
• Provide leadership, support and training to their direct reports, and to Line 1

What we're looking for

• Proven experience within the financial services sector is essential
• Knowledge of one of the shared service disciplines - finance, IT, 3rd party management
• Conversant with best practice enterprise risk management processes and frameworks
• An organised self-starter with strong report-writing skills
• Strong technical knowledge of risk management software tools and their use

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 Standard Life

£21,840 - £23,000 per year

Monday-Friday, 9am-5pm, 35 hours per week

Hybrid remote - Combination of work from home and in office

Standard Life House, Edinburgh, EH1 2DH

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.

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.

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.

Summary of the Role

An exciting opportunity has come available for a Cash Management & Distributions Technician to join the Finance Operations function at Diligenta. In this role you will be responsible for ensuring the accuracy and integrity of financial records and transactions within our client's organisation.

As part of the Cash Management & Distributions Team, you will be processing all money in and money out transactions, as well as any dividend distributions to a high standard and within agreed SLAs ensuring that all client money is treated appropriately in accordance with the FCA's CASS handbook and minimising any regulatory breaches.

Benefits

• 31 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

• Key incoming funds into BaNCS or RUFUS promptly and in line with CASS rules.
• Record cheques in BaNCS or RUFUS, maintain the safe log, and safeguard until banked as per CASS 7.
• Accurately process outgoing manual payments (CHAPS & Foreign Transfers) with proper sign-off, ensuring CASS compliance.
• Prepare and process dividend distributions, including reconciliations and shortfall funding, adhering to CASS 7.
• Conduct intra-day and end-of-day bank reconciliations to ensure CASS 7 compliance and effective control.
• Investigate and resolve failed payments, bounced cheques, and perform payment-tracing as needed.
• Provide timely payment and receipt reports to customers/LBG.
• Prepare and input manual journals as required.
• Execute ad hoc administrative tasks to a high standard within deadlines.
• Ensure all activities comply with Consumer Duty regulations.

What we're looking for

• Advanced in MS Excel and Word, demonstrating high levels of accuracy and strong attention to detail.
• Excellent communication and interpersonal skills are essential for effective collaboration.
• You should be able to work under pressure, managing your time effectively to meet tight deadlines.
• The ability to work both independently and as part of a team is crucial for success in this role.
• Understanding of SQL and a strong knowledge of financial services processes and regulations, particularly in investments.
• Familiarity with finance and accounting principles, practices, and compliance requirements for the UK and Ireland is essential for this role.

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

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?

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 had come available for a Human Resources Business Partner to join the Human Resources function at Diligenta, supporting the Phoenix Standard Life Account based in Edinburgh.

As a HR Business Partner, you will play a key role in both strategic and operational HR success. This hybrid position involves hands-on collaboration with various stakeholders and their teams to implement a people-centric agenda.

You will work across Business Operations and other support functions to ensure a cohesive approach that delivers measurable value through HR initiatives. Your efforts will help create a seamless employee experience, positioning Diligenta as an employer of choice while enhancing overall performance and resource effectiveness.

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

• Partnering with business functions to develop and manage HR solutions that align with the Diligenta People Proposition.
• Supporting and educating the business on people matters by building trust-based relationships and understanding client needs.
• Collaborating with business functions to deliver the Diligenta People Proposition in line with corporate HR strategy and promote HR best practices.
• Coaching Line Managers to identify talent needs and optimize resource allocation for improved business performance and cost efficiency.
• Advising managers on HR policies related to recruitment, resourcing, and employee relations to mitigate risks and achieve desired outcomes.
• Providing guidance on employment law to ensure compliance in all people matters.
• Participating in HR projects and change programs, taking responsibility for specific deliverables.
• Helping embed company values and competencies to support Diligenta's culture, Employer Brand, and financial goals.
• Utilizing HR metrics to guide business decisions, identify risks, and ensure compliance with employment legislation and company policies.
• Maintaining HR tools and governance to meet regulatory requirements and provide necessary management information.
• Ensuring actions align with corporate benefits policy and budget and oversee HR administration related to pay and ratios.
• Driving employee communication and engagement initiatives to enhance productivity and performance through clear KPIs.

What we're looking for

• Proven experience of managing all Employee Lifecycle disciplines in an HR generalist role.
• Proven experience of working with business customers in a true Business Partnering model, providing direction for all people related matters
• Strong Stakeholder Management and relationship Management skills within an HR business facing role
• Thorough and up to-date understanding of current employment legislation and HR best practice.
• Proven experience of managing or supporting TUPE in and/or out exercises.
• Robust experience of leading or supporting on significant change management programmes within HR.
• Experience of working in an environment of varied terms and conditions and multi-sited operations.
• Experience of operating in a corporate driven and commercially aware HR environment.

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.

The Opportunity:

An exciting opportunity has arisen for an Anti-Financial Crime Specialist to join a leading provider of business process services for the Financial Services sector. Due to a growth, we are seeking an ambitious individuals to join our ever-growing team. Within this role you will be responsible for mitigating the risk of financial crimes against Diligenta and our clients. You will also have the chance to work with various types of financial crimes such as Money Laundering, Fraud, Terrorist Financing, Bribery and more.

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

• Conducting investigations into potential customer or employee suspicious and actual fraudulent activity, referring to subject matter experts for more complex matters, as necessary
• Gathering operational management information for review from a variety of sources and analysing this to highlight financial crime risks and issues
• Undertaking of 'spot checks' and ongoing oversight activity of financial crime related operational processes to ensure they remain effective and operate effectively
• Providing guidance, consultancy support and training to Diligenta business units on financial crime matters

What we're looking for

• Understand anti-financial crime and counter terrorism legislation. (JMLSG, FSA, POCA, FATF etc.)
• Have knowledge of investigations techniques
• Have obtained or are prepared to study for ICA qualifications in Financial Crime
• Have the ability to work under pressure and be flexible in relation to workload and its prioritisation
• Are able to communicate complex regulatory and legislative requirements to staff at all levels of the business who have varying degrees of knowledge

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!

Regulated Reconciliations Team Manager (Mutual Funds) - 12 Months FTC

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:

Join our Finance Operations team to lead our Regulated Reconciliations Team in maintaining the accuracy and compliance of our financial records. You'll ensure proper handling of payments, receipts, and distributions, supporting financial integrity and meeting regulatory standards.

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 a team of up to 8 in client money reconciliations, ensuring CASS and internal compliance.
• Continuously enhance reconciliation processes to reduce risk and ensure accuracy.
• Set and monitor KPIs to drive high performance across the team.
• Resolve complex issues and handle escalations for reconciliations.
• Manage regulatory reporting, including CMAR and CASS Resolution Pack submissions.
• Liaise with auditors and lead CASS/financial audit preparations.
• Support strategic projects and provide input for Management Information (MI) reporting.
• Ensure all team activities meet Consumer Duty regulations.

What We're Looking For:

• In-depth knowledge of CASS regulations and client money reconciliation processes.
• Strong leadership and stakeholder management skills.
• Excellent verbal, written, and presentation abilities.
• Highly organized with a meticulous approach to problem-solving.
• Proficient in MS Excel and Word, with financial services experience, especially in investments.
• Experience in finance roles (5+ years) within Financial Services, with relevant qualifications (part or fully qualified accounting/QBE preferred).
• IOC qualification in mutual funds (or working towards it).

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 - Edinburgh Lloyds Banking Group

Starting at £25,000 per year

Monday-Friday

Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm

Fountainbridge, Edinburgh, EH3 9PE

Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our aim is to be acknowledged as the 'best in-class' platform-based Life and Pensions Administration Service provider.

Summary of the role:

• We are based in Fountainbridge in Edinburgh City Centre, easily accessible by train or bus and car parking is available nearby.
• Our standard working hours are Monday-Friday between 8am and 6pm, so no evening or weekend shifts that impact on your family and social lives!
• Flexible hours are available to suit your availability, work life balance and wellbeing.
• Salary for the role starts at £25,000 per annum.

Benefits:

• We offer 31 days holiday (including bank holidays)
• Eligibility for 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).

What you'll be doing:

You'll be representing a major UK bank by responding to queries, concerns, and complaints either by telephone or in writing. We pride ourselves in our exceptional service and ensuring our customers feel that they have been listened to and treated fairly. Being able to turn a negative experience to a positive experience is at the heart of this role.

What we're looking for:

• Strong customer service experience is required, complaint handling experience in the life and pensions industry would be advantageous.
• 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.

About 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 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, AVIVA, Standard Life, 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.

Diligenta is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Content - 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 had come available for a Health Safety & Environment Advisor to join the Facilities Management team at Diligenta.

As a Health Safety and Environment Advisor, you will be the key point of contact for Facilities Management (FM) and Health & Safety (H&S) issues within the Scottish Region, ensuring compliance with budgetary constraints. Your responsibilities will include investigating and reporting accidents to the HSE, coordinating H&S training and emergency response arrangements, and ensuring that first aiders, fire marshals, DSE assessors, and manual handling operators are properly appointed and trained.

You will play a key part supporting the Head of FM by reviewing and updating H&S documentation to align with current regulations, conducting DSE and risk assessments, and overseeing desk allocations at various sites. Additionally, you will coordinate office moves, assist with client meetings, including minute-taking, and manage the reconciliation of invoices for third-party suppliers.

Benefits

• 31 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 will be doing

• Deliver FM and Health & Safety within Diligenta to budget, be a point of contact for FM & H&S issues within Scottish Region.
• Investigate and report accidents related incidents to the HSE within nominated sites
• Coordinate and arrange H&S training
• Coordinate Emergency Response arrangements arrange appointments and training for First Aiders, Fire Marshals, DSE assessors, Manual Handling Operators and general H&S awareness
• Support the Head of FM as required, ensure all H&S documentation including Policies and Procedures are frequently reviewed, updated and compliant with latest regulations.
• Conduct DSE and risk assessments as required, assist in the implementation of remedial activities.
• Oversee desk allocation at each site
• Coordinate office moves and update spreadsheets as required
• Assist Head of FM and HSE Delivery Manager with client meetings on client managed sites. Including minutes
• Reconciliation of invoices for third party suppliers

What we are looking for

• You should possess the IOSH Managing Safely certification, displaying your commitment to health and safety, and you have or are willing to complete the NEBOSH qualification within your first year in the role.
• A minimum of a Grade C in GCSE Maths & English is required to demonstrate your numerical competence and effective communication skills, both written and verbal.
• You should also be educated to A Level standard, which reflects a foundational understanding of a broader range of subjects and critical thinking skills.
• Experience in conducting Display Screen Equipment (DSE) assessments is important to ensure compliance with health and safety requirements.
• Strong communication and collaboration skills are essential for effectively engaging with team members and stakeholders to promote a safe and healthy work environment.
• You should have a background that includes knowledge of creating and monitoring budgets, which is crucial for managing resources effectively and ensuring financial accountability.
• Key soft skills include self-motivation, and a proactive approach, enabling independent work and prompt issue resolution, while patience and empathy foster a supportive environment and enhance communication.
• Being a people person contributes to building strong relationships with colleagues and stakeholders, ultimately promoting effective collaboration.

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!

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

We have an opportunity for a Senior Project Manager to join our team in Stirling, working on a hybrid basis. This role will be to manage and deliver one or more programme work-streams in order to meet business objectives.

The role will have potential to work across a variety of different projects stretching across business, operation and IT change.

You'll be:

• Led projects or work streams within larger programs, ensuring everything is completed on time, within budget, and according to the plan.
• Apply the appropriate project management methods, including planning, scheduling, monitoring, and managing risks and issues.
• Distil complex information or data to identify root issues or see the bigger picture.
• Establish an effective project team, handling recruiting, development, management, and motivation.
• Manage budget reporting, forecasting, and expenditures for projects.
• Plan and manage resources needed for project delivery, including developing contingency plans.
• Maintain good relationships with stakeholders and key customers, ensuring project delivery meets their requirements.

You should apply if you:

• Have worked in Life and Pensions (wider FS acceptable)
• Proven experience in delivering large projects and programs.
• Skilled in managing and motivating both specialist and non-specialist staff.

• Experienced in handling medium to high-scale and/or medium to high-risk projects, especially in commercial outsourcing or financial services.
• Comfortable managing multiple cross-functional stakeholders, both internally and externally.
• Versatile with a background in various disciplines and able to quickly learn new areas and build credibility with professionals from different fields.
• In-depth experience in Life and Pensions operations, with a strong understanding of its internal functions.

Benefits:

• Company pension scheme
• 25 days holidays + 8 bank holidays
• 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
• Discretionary annual bonus

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.