Customer Service Representative
Salary up to £26,279
Start Date: September/October
Permanent, 37.5 hours per week (Monday to Friday)
Core hours between 8am - 6pm
Reading - Remote working available within 1.5 hours commutable distance to the site
As part of our long term strategic relationship with M&G plc, Diligenta currently have new vacancies for Customer Service Representatives and are looking for individuals who are compassionate, caring and have a drive for personal and career development to join our operational front-line telephony team in our shared Reading office. Your role will be to support the delivery of great customer outcomes by delivering an excellent end to end experience direct to customers of Diligenta's long term client, M&G plc within the Life and Pensions sector.
You will receive extensive group and 1-2-1 training through a program designed to allow you to fully engage in and deliver the requirements of the role, deliver a positive experience to the M&G plc Prudential account customer and to build the knowledge needed to discuss products with confidence. You will be fully trained on the Diligenta and client systems provided to continuously deepen your knowledge of the individual policies or products that are will deliver that end to end positive experience with the customers.
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;
- Advising members on their current Pension value or other questions they maybe have such as to activate and manage their M&G plc Prudential online account.
- Working with retiring Members who are ready to take their retirement income to ensure the best possible outcome and service is provided.
- Collaborating with independent financial advisers who are working on behalf of multiple customers.
- Providing the best possible service by working accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information
- Directing relatives of a Member that has passed away to ensure that the unfortunate process is dealt with in an empathetic and appropriate manner.
- Your success in the role will be measured by your ability to achieve positive outcomes for each customer.
Your Competencies and Past Experience:
- Minimum of 4 Standard Grade/Nat 4 (or equivalent), to include English and Maths
- Minimum 2 year experience within a customer facing environment or 1 year within a relevant financial sector call handler role
- A confident, friendly and professional telephone manner with the ability to effectively execute on the above duties, in both written and verbal form
- Proficient and confident in the use of basic telephonic systems, computer systems and technology
- Basic computer literacy 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 the desire to identify, support and drive improvement opportunities
- Must possess and demonstrate a helpful, can-do and positive experience-oriented outlook, with the ability to work under pressure and meet tight deadlines in a strong team focussed environment, whilst being discreet when dealing with confidential or sensitive customer information
- The role requires the successful candidate to be self-motivated, proactive in going beyond the call of duty where required, have a keen eye for detail, be experience and 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.
The colleague environment is centred on a shared belief in delivering a positive customer experience through shared values and behaviours between Diligenta and M&G plc (Prudential account) to create a stable and long term partnership.
Don's miss this competitive opportunity, apply today!
The Location:
The role will be based in the Diligenta offices within the M&G plc Prudential account office in 121 Kings Road, Reading. There are good public transport links and the office is a 15-minute short walk from Reading train station. For those that drive, there is limited onsite parking but an NCP car park a matter of a few minutes' walk away. The building is within easy walk of Reading town centre and the many shops, and has an excellent staff restaurant onsite as well as a kitchen areas on each floor for staff use with plenty of areas to just relax and chill out.
Benefits:
- Discretionary annual bonus
- Company pension scheme membership
- 23 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
- 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
- Develop your career through a wider global organisation of the TCS family
Don't 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 work 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 plc, 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.
