Join Innovation, Move the Globe
Leading A New World of Life and Pensions Services
Customer Experience Partner (Remote)
Glasgow
Up to £20,500
ASAP
Permanent, 40 hours per week (Monday - Friday)
Hours are between 8:30am - 5:30pm (No Shift Rota)
We have new vacancies for Customer Experience Partners and are looking for individuals who are compassionate, caring and have a drive to develop to join our operational front-line, telephony team in Glasgow. Your role will be to support the delivery of great customer outcomes by delivering excellent service to the customers of Diligenta's clients.
You will receive extensive training through a program designed to allow you to fully understand the requirements and impact of your role and gain knowledge needed to discuss products. You will be required to use the systems provided to continuously deepen your knowledge of the individual policies or products that are required to be discussed.
Your Responsibilities:
Provide general information about a broad range of financial products, checking the status of claims and resolving complaints all while communicating clearly with customers (including vulnerable customers). This includes;
- Communicate clearly with customers (including vulnerable customers and complainants) both verbally and in writing to understand and respond appropriately to their needs;
- Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and other delivery metrics, including customer feedback metrics. This may include making risk based decisions that support the delivery of good customer outcomes;
- Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution;
- Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands;
- Demonstrate behaviours which support the delivery of great customer outcomes through the effective management of Conduct Risk, identifying and raising emerging risks as appropriate;
- Observe contractual and legal obligations by adhering at all times to Diligenta's corporate policies, procedures and guidelines. This includes, but is not limited to, Data Protection, Information Security, Anti-Financial Crime and other Compliance related Policies;
- Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures;
Manage own workload to ensure personal and team targets are met.
Your Competencies and Past Experience:
- Minimum of 4 Standard Standard Grade/Nat 4 (or equivalent), to include English and Math
- Minimum 1 year experience within a customer facing environment
- Proficient in the use of computer systems and technology
- A confident, professional telephone manner and ability to effectively execute on the above duties, in both written and verbal form
- Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies
- An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities
- Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information
- Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty
- A proven track record of being strong team player with a positive experience within a customer facing environment.
Don's miss this competitive opportunity, apply today!
About Diligenta
Diligenta is a leading provider of business process services for the Life & Pensions (L&P) industry, and is a UK-based FCA regulated subsidiary of Tata Consultancy Services (TCS). Providing an excellent customer service is at the heart of everything we do. This is how we have been able to administer over 18 million policies on behalf of our global clients. We deliver a wide range of services including Customer Services, IT and Change Management.
Our Clients
We have worked with 7 of the top 10 UK L&P companies - and this number is continually growing. By joining us, you will be able to work under some of our globally recognised clients such as The Phoenix Group, M&G Prudential, Scottish Widows, Aviva (formerly Friends Life) and Sun Life Financial of Canada UK.
Diversity and Inclusion
At Diligenta, Diversity and Inclusion are more than just words. They're the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company that's the right fit for every person inside of it. We celebrate multiple approaches and points of view and believe that diversity drives innovation.
We also take a holistic approach and are always growing our network of people, programs and tools all designed to help employees grow and manage their careers. We foster both a top-down and grassroots approach and are part of the wider TATA & Sons global organisation that has a worldwide multicultural following. We believe that building a more inclusive working environment that accurately represents the world we live in is quite simply in everyone's interests.
Guidant is acting as an Employment Agency in relation to this vacancy.
