Total 133 job vacancies by Diligenta

Senior Risk Consultant

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 has arisen for a Senior Risk Consultant to join the Line 2 Enterprise Risk function at Diligenta.

You will play a crucial role in supporting the delivery of best practice risk management processes to enable Diligenta to meet its corporate governance, regulatory and clients' requirements.

You will be responsible for advising and assisting Risk Owners at all levels of the organisation on all aspects of the Diligenta Risk Management Framework (including both Operational, Strategic and Other risks to the business).

If you have a strong background in Risk Management and want to work for an organisation that offers great progression and development opportunities, then please apply today!

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

• Supporting the implementation, maintenance, and delivery of the Diligenta Risk Management Framework, to ensure that the accountability for risk management is clear, that there are processes and mechanisms in place for the effective identification, assessment, management, reporting and escalation of issues relating to all risks within the business and within the processes administered on behalf of clients.
• Playing a key role in delivering contractual obligations and SLAs in respect of risk management to clients.
• Providing key input to the continued development of the Diligenta Risk Management Framework, assist the business in understanding and managing their risks and ensure that business management are trained in the use of relevant tools.
• Ensuring that risk assessment criteria incorporated within risk management tools remain relevant and valid (monetary values, algorithms, etc).
• Providing education, guidance, and support to business management in the identification and assessment of risks and controls and the use of the risk frameworks and tools that they are required to use.
• Developing, improve, and produce in line with SLAs and reporting timetables Risk MI and reporting that effectively and accurately summarises the current risk position and facilitates management decision making.
• Consulting with clients as needed to discuss any matters relating to the risk management processes, issue resolution or reporting conducted on their behalf.
• Conducting, as required, analysis and investigation projects to facilitate the understanding and assessment of risk within Diligenta and the processes it administers on behalf of its clients.

What we're looking for

• Strong relationship management skills, capable of dealing with Executive Management, clients, third party suppliers, etc.
• Excellent communication (verbal and written), facilitation, and presentational skills to highest levels.
• Understanding of risk drivers in the industry (BPO and L&P)
• Strong analytical skills
• Conversant with best practice Enterprise Risk Management processes and frameworks.
• Strong technical knowledge of risk management software tools and their use.
• Strong MS Excel and reporting skill.
• Experience in one or more of the Line 2 risk disciplines (Risk Management, Compliance, Anti-Financial Crime, DPO)
• At least 2 years relevant experience in risk management (in either Line 1 or Line 2) and familiarity with the tools used in risk management.

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!

Business Analyst - Test Specialist

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

There is an excellent opportunity for a Business Analyst/Test Analyst to join our teams in either Bristol, Basingstoke or Peterborough. The role will be working with life and pension products, so experience in that sector is required.

You be robustly testing the BαNCS systems from a business perspective and ensure a smooth delivery into production both for production support releases and new Transformation releases by:

• To plan and manage test execution for key areas allocated, involving forming relationship network across teams to achieve successful implementation
• To manage and liaise with senior managers both internal and external
• To ensure the accountabilities of the role are delivered in line with Diligenta's values of acting with integrity and honesty

This role is hybrid, so 3 day p/w would be acceptable. There may be times you have to come in more frequently for workshops or large-scale meetings.

You'll be:

• Test scripting phases are completed to quality, productivity and timeline targets across programmes
• To manage and test the critical and complex areas requiring senior attention
• Defects are managed to resolution including definition of solution amendments and that requirement and solution gaps are resolved with the buy in of all stakeholders
• Dependencies are managed - both internal and external and both in terms of business and technology
• Encourage personal development and growth of staff you manage
• Actively input into BAT team management across all programmes

You should apply if you:

• Excellent working knowledge of Life, Pensions and Annuities products and regulations
• Understanding of L&P administration systems and processes both user facing and internally
• Expert test system knowledge and experience including administration, risk management and test planning
• Experience of project environment

The Perks

• Discretionary annual bonus
• 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

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

Due to continuous company growth and expansion, we are now looking for several Finance Change Specialists to join our Finance Change Centre of Excellence department. This role is within the Finance Development function which is a dedicated pool of Senior Finance Business Analysts, Finance Business Analysts, Finance Change Specialists, Finance Change Analysts and Finance Change Technicians, who are responsible for the successful and timely completion of all the deliverables for Mutual Funds (including all testing) within the Finance Workstream plans. These will include requirements specification, validation and approval; CR specification, validation and approval; issue resolution and supporting business readiness and implementation activities.

You'll be:

• Acting as Finance SME and ensuring current finance systems and processes are properly understood and documented during the requirements gathering phase of all programmes.
• Supporting the investigation and documentation of process details and definition of precise BaNCS requirements.
• Delivering defined tasks within the various Mutual funds Programme/Change Plans on-time and to appropriate quality with limited support.
• Supporting Model Office Testing and BAT testing ensuring finance processes are working as the user would expect.
• Documenting finance procedures and supporting the delivery of training for any new or amended finance processes.

You should apply if you:

• Have experience working within a Finance Operations / Financial Reconciliations role
• Have a good level of exposure to CASS
• Can display excellent communication skills and can show confidence in delivering training
• Can work well independently and remotely, with flexibility to travel to the office based on business needs
• Have a good level of knowledge of financial services (in particular Mutual funds) processes and regulations

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• 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
• Develop your career through a wider global organisation of the TCS family

The Opportunity

Due to exponential growth, we are looking for four new Actuarial Analysts to join our Change and Transformation team to support with the delivery of several transformation projects across our clients. This involves providing requirement analysis, modelling and testing of product calculations and other responsibilities.

This is a fantastic opportunity for those looking to develop their career and skills within Actuary, with continuing support from us to complete your examinations, as well as providing opportunities to progress to more senior positions.

Locations: Peterborough and Bristol, but other locations considered

You'll be:

• Interpreting actuarial and product information to ensure accuracy of calculations.
• Responsible for the analysis, identification and collation of static data required for calculations.
• Responsible for the specification of Expects Results (ERs), and test conditions to test calculations.
• Owning the resolution of issues and liaising with actuarial, IT developers, product experts, TCS BaNCS and clients to drive solution outcomes.
• Applying data analysis methods and techniques to investigate and validate complex calculation models.

You should apply if you are:

• Working towards IFoA qualification exams.
• Experienced working within the Life and Pensions sector.
• Able to analyse vast quantities of data under time constraints.
• Proficient in Microsoft Excel.
• Systematic, disciplines and analytical in your problem-solving approach.

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• 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
• Develop your career through a wider global organisation of the TCS family

The Opportunity

Looking to transition our reporting and analytics to PowerBI, we are looking for a Senior MI Analyst who will be instrumental with the design, scoping, documentation and delivery of this project. Your role will involve you utilising key technical skills to build and implement PowerBI into our systems, whilst also managing key internal and external stakeholders.

You'll be:

• Analysing large datasets from multiple sources to identify patterns, trends and correlations to support analysis and reporting for internal and external stakeholders.
• Creating automated reports and dashboard visualisations, drawing meaningful conclusions and recommendations.
• Contributing to the design, development and specification of new/revised processes and systems, potential enhancements, documentation and training materials as required.
• Supporting management with solution planning on a range of technical queries/investigations, using own judgement and interpretation to determine operational development areas, highlighting problems and making recommendation for improvement and efficiencies.
• Developing strong working relationships with key internal and external stakeholders.

You should apply if you have:

• Extensive experience working with PowerBI dashboard development and automation.
• Demonstrated experience in an analytical and reporting role.
• Ability to review data and management information and provide value adding analysis and recommendations.
• Strong stakeholder management up to an executive level.
• Excellent communication and presentation skills.

The Perks

• 25 days holidays + bank holidays.
• Discretionary annual bonus.
• Company pension scheme membership.
• 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.
• Develop your career through a wider global organisation of the TCS family.

The Opportunity

Due to exponential growth, we are looking for four new Actuarial Analysts to join our Change and Transformation team to support with the delivery of several transformation projects across our clients. This involves providing requirement analysis, modelling and testing of product calculations and other responsibilities.

This is a fantastic opportunity for those looking to develop their career and skills within Actuary, with continuing support from us to complete your examinations, as well as providing opportunities to progress to more senior positions.

Locations: Peterborough and Bristol, but other locations considered

You'll be:

• Interpreting actuarial and product information to ensure accuracy of calculations.
• Responsible for the analysis, identification and collation of static data required for calculations.
• Responsible for the specification of Expects Results (ERs), and test conditions to test calculations.
• Owning the resolution of issues and liaising with actuarial, IT developers, product experts, TCS BaNCS and clients to drive solution outcomes.
• Applying data analysis methods and techniques to investigate and validate complex calculation models.

You should apply if you are:

• Working towards IFoA qualification exams.
• Experienced working within the Life and Pensions sector.
• Able to analyse vast quantities of data under time constraints.
• Proficient in Microsoft Excel.
• Systematic, disciplines and analytical in your problem-solving approach.

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• 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
• Develop your career through a wider global organisation of the TCS family

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.

The Opportunity:

The role holder is part of the Finance operations team, dealing with treasury, banking and reconciliations processes, for clients including Aviva and Phoenix.

The job holder is primarily involved in: checking and releasing payment and premium collection files for client defined FCA Important Business Services; checking daily banking transactions for other team members; completion of monthly and quarterly reconciliation tasks including VAT returns; and working as part of the wider Operations Finance team, covering across sites and clients when required.

You'll be:

• Ensuring the payment files for Important Business Services across clients are completed within agreed timescales, avoiding customer detriment.
• Ensuring SIPP client banking transactions are completed within agreed timescales. This includes authorisation of movements to and from client BoS accounts, authorisation Bank of Scotland records for new SIPP client accounts, monthly reconciliation of the SIPP self-investment controls accounts, general ledger entries and reconciliation monitoring system (ARCS) returns and completion of VAT returns.
• Completing the projects or process improvements within agreed timescales to the standard required, including completion of business requirements, identifying systems access required, completion of access requests, liaising with the project team, Finance Change CoE, clients or other third parties.
• Responsible for maintaining existing process guides and standards on the team, this includes maintaining knowledge and understanding of IBS related payment file processes across multiple clients.
• Responsible for ensuring that quality records are completed for all non 100% checked tasks, maintain accreditation and quality records for the team, complete sample quality audits for other tasks allocated to you, provide timely feedback to team members and identify follow up training required.

You should apply if you:

• Have excellent numeracy skills, accuracy and attention to detail and communication skills, including ability to communicate clearly with the Major incident team and senior managers across clients (eg. when there are delays with payment files)
• Have proficiency in Microsoft applications (especially MS Excel)
• Have banking knowledge, including understanding BACS rules for direct debits and direct credits, understanding of credit cards, and other payment methods.
• Have knowledge of BaNCS.
• Are proactive and self-driven.
• Are flexible to travel to Liverpool for work.

The Perks:

• 23 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• 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.

Customer Service Representative - Glasgow Standard Life

Up to £23,000 per year

Mon-Friday, 9am-5pm

Hybrid remote Glasgow

Here at Diligenta, we are proud to be the single largest provider of outsourced TPA services to the UK Life & Pensions market. We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. Our vision is to be the 'Customer Experience Partner' for our clients.

Summary of the role:

• Due to our growth with our new partnership with Standard Life, we will be recruiting a number of Customer Service Representatives to work in our Glasgow based administration team.
• We are based in St Vincent Street easily accessible by train or bus.
• You have a choice of either office based or hybrid work from home after the initial onsite training.
• Our standard working hours are Monday-Friday between 9am and 5pm, 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 is up to £23,000 per annum, based on skills and experience.

Benefits:

• We offer 31 days holiday (including bank holidays, full time contract)
• 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:

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 ( nearly 1 in 4 of the UK population ). We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve.

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 help our clients move away from aging technology systems onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years. Our close to 10,000 strong workforce are everyday thinking about how they can improve our service.

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.

What we're looking for:

• Many of our Customer Service Representatives have previous experience from working in a call centre environment, retail, hospitality and travel, amongst other customer-focussed environments, part or full time.
• 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 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 focus is providing efficient operations and delighting customers for our clients, with migration of policies onto our industry-leading BaNCS platform as our unique selling point. We provide services to one in four of the UK population and to customers of some of the biggest names in financial services, administering more than 23 million policies.

Our aim is to be acknowledged as the 'best in-class' platform based Life and Pensions Administration Service provider and drive a culture that is founded on positive change, diversity and people development. We aim to solve problems clients can't solve themselves, so they choose us to solve them. That means we're different, with a distinct personality.

Providing an excellent customer experience is at the heart of everything we do so we believe that providing an excellent employee experience is just as important. We care about the things that matter and work at delivering them every day.

We impact peoples' lives every day, whether it's enabling a widow to pay for their partner's funeral or providing someone with pension funds for a happy retirement.

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.

Contact Centre Team Leader

Salary: £28,000

Location: Bristol, BS34 8SW

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

To lead a Customer Services team in consistently delivering excellent service across all propositions. This involves providing leadership, developing the team, managing performance, fostering a customer-centric culture, improving processes, collaborating with other teams, ensuring quality, managing stakeholders, communicating effectively, and encouraging innovation.

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

• Leading and managing a team of Customer Service Representatives.
• Guiding, coaching, and evaluating every team member's performance. Addressing any issues promptly and creating a positive environment where everyone feels motivated to do their best.
• Continuously assessing team achievements against objectives. Identifying variances from targets and take proactive action to ensure successful delivery.
• Strategizing and allocating team resources smartly to meet business goals. Setting up streamlined processes and ensuring we're equipped with the right data to handle work efficiently within budget limits.
• Leading the team through changes with clear and effective communication.
• Ensuring team adherence to defined practices and procedures to maintain consistent and compliant output.
• Proactively reviewing the customer environment to drive continuous improvement initiatives. Implementing changes to enhance effectiveness and efficiency, applying systems thinking logic daily.

What we're looking for

• Have a minimum of 2 years' experience within a managerial position.
• Have problem solving and decision-making skills.
• Have time management and organisational skills.
• Have prior experience in managing customer services team within Financial Service, Life & Pension, or another relevant office/ corporate based environment.
• Possess exceptional written and verbal communication abilities.
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.

Qualifications:

• CF1, FA1 and FA2 or equivalent is essential for the role or willing to work towards (To be obtained within 30 months of joining).

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!

TEAM LEADER BACK OFFICE

Salary: £28,000 - £32,000

Location: Basingstoke

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

To lead, manage and inspire a team of Customer Service Representatives to achieve service levels and key objectives within Operations.

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

• Responsible for customer service delivery and all aspects of people management and development.
• Addressing complaints as a point of escalation when necessary.
• Ensuring the Performance Management system functions well and adhering to all people processes and procedures.
• Monitoring and improving performance to enhance customer experience and increase efficiencies.
• Collaborating with other operational teams to enhance service/working practices.
• Ensuring proper authorization, control, and monitoring of all expenditure commitments and payments, following delegated authority requirements.
• Achieving and maintaining Overseer competence as per FCA guidelines.

What we're looking for

• Have at least 2 years of people management experience.
• Have problem solving and decision-making skills.
• Have time management and organisational skills.
• Have prior experience in managing back-office operations within Financial Service, Life & Pension, or another relevant office/ corporate based environment.
• Have proven ability in using MS Office suite and similar systems.

Qualifications:

• CF1, FA1 and FA2 will need to be acquired within 30 months of appointment.

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!

Complaints Handler - Peterborough

Starting at £25,000 per year

Monday to Friday, Flexible hours between, 8am and 6pm, 37.5 hours per week

Lynch Wood, Peterborough, PE2 6FY

Here at Diligenta, we are proud to be the single largest provider of outsourced TPA services to the UK Life & Pensions market. We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. Our vision is to be the 'Customer Experience Partner' for our clients.

Summary of the role:

• Due to the growth of our partnership with Phoenix, we will be recruiting multiple Complaints Handlers each month throughout the year.
• We are based on the grounds of Lynch Wood, just outside the city centre, with free on-site parking and well connected via local trains and buses. 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:

At Diligenta, we live and breathe exceptional customer service and as one of our Complaint Handlers you will be an integral part in the delivery of this. As the face of our company, you'll be representing our brand and ensuring that no matter how our customer feels when they call, they'll put the phone down relieved or satisfied. Due to the nature of the role, we are looking for compassionate and caring individuals that have a drive for personal and career development.

What we're looking for:

• Previous experience dealing with Complaints or in life and pensions services 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.

About Diligenta

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 ( nearly 1 in 4 of the UK population ). We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve.

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 help our clients move away from aging technology systems onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years. Our close to 10,000 strong workforce are everyday thinking about how they can improve our service.

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.

Customer Service Representative - Stirling

Starting at £21,500 per year

Monday to Friday, 9am-5pm

Hybrid remote

Kildean Business Park, Stirling, FK8 1FT

Here at Diligenta, we are proud to be the single largest provider of outsourced TPA services to the UK Life & Pensions market. We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. Our vision is to be the 'Customer Experience Partner' for our clients.

Summary of the role:

• Due to the recent growth of our company, we will be recruiting multiple Customer Service Representatives each month throughout the year.
• We are based in our new, modern office in Kildean Business Park. We have abundant free parking on site. We also provide a free shuttle bus from Stirling station to our office.
• The roles are either office based or a mix of office based and work from home (hybrid arrangement) after the initial onsite training period.
• Our standard working hours are Monday-Friday between 9am and 5pm, 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.
• The starting salary is £21,500 per year, with a pay review on completion of probation after 6 months.

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:

Our Customer Service Representatives could cover both voice to customer and back office administrative activities. There are no sales involved in this role. The focus will be on your ability to have conversations with customers in a confident, friendly and professional manner, informing members on policy details, resolving queries, collaborating with independent financial advisors and most importantly, providing our customers with an exceptional level of service at a time when they need it most.

What we're looking for:

• Many of our Customer Service Representatives have previous experience from working in a call centre environment, retail, hospitality and travel, amongst other customer-focussed environments, part or full time.
• 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

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 ( nearly 1 in 4 of the UK population ). We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve.

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 help our clients move away from aging technology systems onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years. Our close to 10,000 strong workforce are everyday thinking about how they can improve our service.

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.

Complaints Handler - Liverpool

Starting at £25,000 per year

Monday to Friday, 9am-5pm, 37.5 hours per week

Liverpool, L3 9BD

Here at Diligenta, we are proud to be the single largest provider of outsourced TPA services to the UK Life & Pensions market. We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. Our vision is to be the 'Customer Experience Partner' for our clients.

Summary of the role:

• Due to the growth of our partnership with Phoenix, we will be recruiting multiple Complaints Handlers each month throughout the year.
• We are based in central Liverpool, well connected via bus or train
• Our standard working hours are Monday-Friday between 9am and 5pm, 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:

At Diligenta, we live and breathe exceptional customer service and as one of our Complaint Handlers you will be an integral part in the delivery of this. As the face of our company, you'll be representing our brand and ensuring that no matter how our customer feels when they call, they'll put the phone down relieved or satisfied. Due to the nature of the role, we are looking for compassionate and caring individuals that have a drive for personal and career development.

What we're looking for:

• Previous experience dealing with Complaints or in life and pensions services 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.

About Diligenta

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 ( nearly 1 in 4 of the UK population ). We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve.

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 help our clients move away from aging technology systems onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years. Our close to 10,000 strong workforce are everyday thinking about how they can improve our service.

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.

The Opportunity

Building up a new bespoke hub, dedicated to resource planning and insight delivery, we are now looking for a Resource Planning Analyst to join our operations function. This role involves setting up to forecast and schedule resource planning for our clients across all voice, back office, and complaint functions. An incredibly exciting opportunity to shape the future of resource planning within our company.

You'll be:

• Managing the short/medium term aspect of the end-to-end resource planning cycle: forecasting, planning and scheduling all frontline operational resources across all operational services.
• A specialist in resourcing planning including forecasting, scheduling and deployment to support the delivery of overall strategic planning objectives.
• Building and maintaining new forecasting and scheduling models and methods, striving to innovate planning practices and techniques.
• Ensuring all existing resources are scheduled based on customer demand and that all off-phone activity is planned, coordinated, reported on and is in line with business targets.
• Recommending, building, and maintaining short/medium term capacity planning and forecasting models to predict performance outcomes based on existing resources and provide recommendations for improvements and areas of opportunity.

You should apply if you have:

• Experience within resource planning, including forecasting, managing resource levels and workforce management solutions.
• Ability to understand and utilise data as an analyst, including in-depth Excel and reporting suite skills.
• Experience working within a telephony environment, ideally within a back-office function.
• Ideally experience working within financial services.

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• 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
• Develop your career through a wider global organisation of the TCS family

Senior PM

Salary: £50,644 - £63305

Location: Edinburgh

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

We have multiple vacancies for Senior Project Managers to join our Business Change team. As the Senior Project Manager, you will be responsible for playing a key role in the end-to-end management and delivery of projects and programme work-streams, situated in the Change space. This is an excellent next step for an experienced Project Manager to move into a large-scale Financial Services organisation, who are known for their support and culture of continuous improvement.

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

• You will be pivotal in the leadership, management and delivery of change projects or programme work-streams, ensuring project deadlines are met within budget and scope
• Actively applying the appropriate project management discipline; planning, resourcing, scheduling, monitoring, reporting and risk, issue, and dependency management
• Leading the overall planning of project and management of resources, including well developed contingency plans to deliver the agreed solutions
• You will establish an effective project organisation structure and be responsible for project team shaping, building, development, management, and motivation of the team
• Developing and maintaining relationships with stakeholders and key customers

What we're looking for

• Strong experience in project management, working on large, complex programmes and projects
• A history working in Financial Services, ideally Life and Pensions but wider FS accepted
• A mix of IT and Operational/Business Change type projects
• Excellent communication and relationship skills
• Understanding the full project lifecycle
• Understanding of regulatory environment
• Drive for quality and service