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.

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 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.

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.

APPLY FOR THIS ROLE:

Do you hold valid Right to Work in the UK?
Yes
No
Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)?
Yes
No
Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit related proceedings which have or have not been satisfied?
Yes
No
Have you been referred for this position by Diligenta Employee?
Yes
No
Have you previously worked for Tata Consultancy Services (TCS)?
Yes
No
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