Customer Service Representative - Part Time (Call Centre)

Start Dates: ASAP
Hours: Part time working hours available, Monday to Friday

Salary: up to £23,032 (pro rata)

Flexible working available with remote and hybrid options available.

Must be within 1 hour commutable distance to the Peterborough office

Diligenta are looking for Customer Experience Partners to join our team in Peterborough. The ideal candidate will have a focus on using their exceptional customer service, relationship building and technical skills to deliver great customer outcomes.

Delivering an excellent customer journey experience will include completing Customer Journeys (and any associated tasks) received through all channels, including inbound and outbound telephone calls, in writing, by email and through all other digital methods, with a focus on delivering First Point Resolution and customer query end to end ownership to its desired satisfactory outcome in a timely manner.

Your Responsibilities:

• Work proactively to ensure that all such enquires are delivered effectively as a First Point Resolution, where doing so, in line with agreed processes
• Understand and use various digital technologies accurately
• Use higher order customer service skills such as empathy, active listening and problem solving when interacting with customers
• Be prepared to operate in an across 'all functioning' Customer Service Journey operations model e.g. Service Centre/Contact Centre,
• Manage workload and work accurately and efficiently to enable the delivery of individual, team and Client SLAs / KPIS
• Instigate, support and drive through opportunities to improve efficiency of processes
• Demonstrate correct behaviours which support the delivery of great customer success journey outcomes
• Strictly observe and adhere at all times to contractual and legal obligations, including but not limited to Diligenta's corporate policies, procedures and guidelines amongst others such as Data Protection, Information Security, Anti-Financial Crime and other Compliance / client related applicable policies;

Your Competencies and Past Experience:

• Qualified to GCSE standard or equivalent, must include a minimum of Grade 4 Standard Pass or above in Maths and English. Any relevant customer services / digital proficiency qualifications or financial services (qualifications) would be an advantage.
• Ideally would have evidence of delivering strong experience outcomes within a customer facing digital environment and have the ability to work efficiently and accurately in applying strong service delivery skills across a wide range of queries.
• A confident, professional telephone manner and ability to effectively execute on the above duties, in digital, written and verbal form.
• An ability to continually learn, use and help improve digital solutions and technologies.
• 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 and be result-oriented, including working hours flexibility, to meet the needs of the varying bespoke customer success journey's required;
• A proven track record of being a strong team player with a positive can-do flexible outlook within a customer facing environment

Benefits:

• Discretionary annual bonus (up to 5%)
• Company pension scheme membership
• 23 days holidays + 8 bank holidays
• Holiday allowance rising with promotion
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• 24/7 access to a wide range of books
• Receive a wide range of retail discount shopping schemes
• Access to our confidential helpline is available to be used by you and your family
• Get to volunteer in our own employee communities throughout the working day
• Develop your career through our client's wider global organisation

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.