Total 148 job vacancies by Diligenta

Customer Service Representative

Customer Service Representative

Starting at £23,400 per year

Monday-Friday, flexible between 8am-8pm

Lynch Wood, Peterborough, PE2 6FY

As a Customer Service Representative, you will be an integral part of our Peterborough team, responsible for efficiently managing workload and providing exceptional customer service. You'll handle a variety of queries related to Life and Pension. Additionally, you'll have the opportunity for internal progression within a supportive team environment and lots of other benefits!

Benefits:

• 31 days holiday including bank holidays.
• Eligibility for an annual discretionary bonus scheme.
• Contributory company pension scheme with matching contributions up to 6%.
• Comprehensive employee wellbeing and assistance support programmes.
• Range of employee discounts saving money on groceries, holidays, electronics, and financial services.
• Personal and career development opportunities within Diligenta and our parent company, TCS (Tata Consultancy Services).
• Cycle to Work Scheme & Interest-free Season Ticket.
• Moments that Matter policies including Carer's Leave, Foster Leave, and Retirement Leave.

Key Highlights:

• On-the-Job Training: Benefit from personalised 1-on-1 training for a couple of weeks to ensure you're equipped with the necessary skills and knowledge to excel in your role.
• Accreditation Process: Following training, you'll embark on the accreditation process to further enhance your expertise and capabilities in customer service.
• Manage workload efficiently, handling tasks that come in via the contact centre or postal mail.
• Handle a variety of queries related to Life and Pension, including general inquiries and more complex cases.
• Prepare and send responses to customers, including drafting bespoke letters when necessary.
• Conduct outbound calling as required to address customer needs.
• Collaborate with team members and other departments to ensure seamless communication and workflow.

Requirements:

• Previous experience in an office-based role, with a focus on customer service and correspondence.
• Strong written and verbal communication skills, capable of effectively addressing customer queries.
• Basic office skills and IT awareness.
• Ability to work both independently and as part of a team, with good time management skills.
• Attention to detail and punctuality are essential.
• Comfortable communicating with individuals over the phone.

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 aim is to be acknowledged as the 'best in-class' platform-based Life and Pensions Administration Service provider.

Start your application today!

Customer Service Representative - Basingstoke

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 aim is to be acknowledged as the 'best in-class' platform-based Life and Pensions Administration Service provider.

Summary of the role:

• Due to the growth of our company, we will be recruiting multiple Customer Service Representatives each month throughout the year.
• We are based in Basingstoke and we are well connected via local busses and trains.
• 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 £23,400.

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.

Test Analyst

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 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

There is an excellent opportunity for a Finance Test Analyst to join our teams in either Peterborough or Bristol. The role will be working with life and pension products, so experience in that sector is preferred but will also consider people from financial services industry.

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

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

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

In this role you will be reporting into the Head of Financial Control. As a Financial Controller Analyst you will be Responsible for providing financial, commercial and strategic support to the Change and Transformation function and
developing all aspects of financial control across the function and multiple accounts

You'll be:

• Producing monthly accounts, budgets, forecasts, and variance analysis, including meaningful commentary and analysis
• of financial data.
• Supporting the team in providing support to internal audits, internal functions / stakeholders.
• Developing and maintaining robust, consistent, and thorough financial controls across accounts.
• Preparing and maintaining of clear and accurate management information / reports at an account and holistic level.

You should apply if you have:

• Ability to understand and translate financial process
• Excellent communication and stakeholder management skills
• Proficient skills in MS Office Word, PowerPoint
• Strong analytical skills
• Experience working within financial services and to FCA Guidelines

The Perks

• Company pension scheme
• Discretionary Bonus 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

In this role you will be reporting into the Incident Team Leader, the man responsibility of the Business Analyst is to review and resolve Corporate Incidents for our clients. You will be investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties.

To ensure that Corporate Incidents are delivered in line with client and regulatory expectations.

You'll be:

• Involved in any elements of the CI process from initial investigation, population analysis, planning of activities, calculation of detriment, root cause fix and customer remediation.
• Ensuring rectification is completed in accordance with Life & Pensions Regulations, TCF (Treating Customers
  Fairly) principles and Phoenix Remediation Frameworks
• Taking ownership of activity within individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical pieces of work.
• Making decisions taken against Incident procedures and regulatory guidelines to ensure customers are put back into the position they should have been.
• Liasing with internal stakeholders, policy holders, advisors and external clients are involved and receive appropriate communications. Meetings with all relevant parties organised and facilitated.

You should apply if you have:

• Strong knowledge of Life and/or Pensions
• Excellent communication skills
• Proficient skills in MS Office Word, PowerPoint
• Strong analytical skills
• Experience working within financial services and to FCA Guidelines

The Perks

• Company pension scheme
• Discretionary Bonus 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.

Customer Service Representative

From £23,400

Monday-Friday, flexible between 8.30am and 5.30pm. 37.5 hours per week

Hybrid remote

Here at Diligenta, we are proud to be the single largest provider of outsourced third part administration 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 the Phoenix Group, we will be recruiting multiple Customer Service Representatives every month.
• You will be based in West Regent Street, easily accessible by train or bus.
• 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 8:30am and 5:30pm, 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.

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 deal with a range of pension queries from Phoenix Group customers. There are no sales involved in this role. The focus will be on your ability to communicate 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.

Who are 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

Exciting Opportunity for School & College Leavers

Earn up to £21840 - £23,000 per year!

Entry level positions

Monday - Friday, 9am - 5pm, 35 hours per week

G2 5ER, Glasgow

Are you nearing the end of your school career and looking to get straight into the world of work whilst still learning new skills along the way?

Diligenta, a leading company in the Life and Pensions sector, is searching for enthusiastic recent school leavers like you to join our team as Customer Service Representatives!

Join our team as a Customer Service Representative in Edinburgh and contribute to our commitment to delivering outstanding service to every customer. With numerous opportunities available due to our expanding operations, you'll benefit from a central location and flexible working hours without evening or weekend shifts, allowing for a healthy work-life balance. A successful Customer Service Representative at our location values compassion and empathy as they provide support to customers as well as advising members on policy details, resolving queries, and collaborating with financial advisors.

Benefits:

• We offer 23 days holiday (not including bank holidays)
• Eligibility for our discretionary Variable Incentive Plan - giving you the chance to earn extra money each quarter depending on performance.
• 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
• Opportunities to grow with us and explore career opportunities within Diligenta and our global parent company, TCS (Tata Consultancy Services).

What we're looking for:

• These are entry level positions, all we ask for is some customer-facing experience, and we can teach you the rest.
• 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 finding a solution 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 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.

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

We're offering the opportunity to join our Business Operations Support department as a Technical Analyst. You will play a pivotal role in providing technical support to Diligenta back-office teams for manual calculations and other technical processes. This is also an excellent opportunity to gain project experience, providing guidance and support.

You'll be:

• Working closely with our Actuarial Change team
• Using existing processes to address and resolve technical calculation queries from customers
• Checking and validating figures, data and information for accuracy and comprehensiveness to support internal and external customers
• Supporting project teams through the provision of technical support to ensure that calculations and deliverable requirements are accurate and relevant
• Assisting in providing confirmation that calculations and figures are correct when new systems are set up or existing systems are amended
• Raising and explaining any technical problems to the project team that are encountered during testing, providing support for resolution where possible

You should apply if you:

• Possess good mathematical knowledge and an analytical mindset
• Have excellent knowledge of Excel
• Are a strong team player
• Have the ability to work on own initiative
• Have excellent attention to detail
• Mathematics related degrees - desirable
• Visual Basics - desirable

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

Location: All Diligenta offices

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 risk function at Diligenta.

You will play a crucial role in supporting the corporate Risk Manager in providing risk and oversight support to the management of risks that impact Diligenta as a business with consideration of the implications for our clients and customers.

In providing support on the management of corporate risks, the role holder will support the business in achieving its strategic and financial objectives helping to maximise opportunities for growth

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 Line 2 Risk functional engagement with a number of areas across the business such as Financial Crime, Compliance, Finance and Commercial.
• Ensuring risk appetite and tolerance are appropriately monitored within each relevant function
• Challenging the risk reporting from Line 1 via Top Down and Bottom Up risk reporting, including understanding control effectiveness and supporting change
• Delivering assurance testing and reporting as requested
• Providing leadership, support and training to Line 1 as requested

What we're looking for

• Risk management experience within Financial Services (essential)
• Able to review management information, to highlight trends and concerns and make appropriate challenge
• Organised and a self-starter
• A credible influencer of management, able to propose and implement solutions
• Able to build and maintain strong relationships with business partners
• Knowledge of data analytics and an ability to review data to highlight trends and concerns and make appropriate challenge

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!

Apply today and become part of our innovative team!

Contact Centre Team Leader

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:

Due to internal progression, we currently have several vacancies for Team Managers in the telephony and administration teams in the Phoenix Standard Life Account in Glasgow.

This role is responsible for motivating, leading, coaching and developing our teams to continue to deliver excellent service to our customers. You will be accountable for the teams' delivery and success against Customer Operations goals and measures.

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.

You'll be:

• Acting as the key channel for open and timely communication both in and out of the team.
• Raising, addressing, resolving and learning from both operational and performance issues within the team.
• Identifying key areas for individual and team development in line with business requirements.
• Creating team training & development plans and ensuring any local training needs are met.
• Performance management including 1 to 1s, coaching, training and development, always ensuring that our employees are managed in-line with our people policies and procedures.
• Engaging and working collaboratively to drive success for the wider business gain.
• Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.

You should apply if you:

• Have strong leadership skills and experience of coaching and development.
• Are able to see the bigger picture and to think wider than the immediate team.
• Are a strong self-developer who continually drives your own development.
• Previous experience within Financial Services would be advantageous however is not essential.

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!

Risk Event Governance Manager

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 Risk Event Governance Manger to join the Business Operational Support function at Diligenta.

You will play a pivotal role in delivering effective identification, resolution, and remediation for incidents, in line with regulatory and client expectations. Supporting the wider business area with in-depth knowledge, providing technical expertise to ensure the right Customer treatment and business outcome.

You will be responsible for managing and motivating a Team of Incident and Event Managers, ensuring key milestones are achieved in line with Client's expectations.

If you have experience in Risk or Operations Management and are looking to work for a company that offers great culture and good progression, then please apply today!

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

• Ensuring all Risk Events within Operations are identified and reported in accordance with client and internal standards.
• Assuring all Risk Events are resolved, and customer remediation completed to quality and timeliness targets.
• Associated SLAs are consistently met.
• Engagement of key stakeholders and effective training delivered at least annually, to ensure effective Risk Events management culture continues within Diligenta.
• Root cause themes for Risk events are effectively identified and reported and key stakeholders are effectively engaged to deliver improvements to reduce risk of reoccurrence.
• Maintaining relationships with existing clients in relation to Risk Event management, together with effective reporting.

What we're looking for

• Strong verbal and written communication and leadership skills.
• Ability to develop good working relationships with key stakeholders in the risk process (Customer Service Managers, business areas, OLT, Central Risk Function) - proven ability to influence.
• Excellent organisation, planning and time management skills.
• Can demonstrate sound understanding of market, industry, product, and regulatory knowledge that applies to the Business area, including an awareness of business and risk management practices.
• Awareness of compliance and legislative issues and procedures affecting business, and specifically the defined Policies and Procedures of Friends Life relevant to this role.

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.

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

In this role you will be reporting into the Incident Team Leader, the man responsibility of the Business Analyst is to review and resolve Corporate Incidents for our clients. You will be investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties.

To ensure that Corporate Incidents are delivered in line with client and regulatory expectations.

You'll be:

• Involved in any elements of the CI process from initial investigation, population analysis, planning of activities, calculation of detriment, root cause fix and customer remediation.
• Ensuring rectification is completed in accordance with Life & Pensions Regulations, TCF (Treating Customers
  Fairly) principles and Phoenix Remediation Frameworks
• Taking ownership of activity within individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical pieces of work.
• Making decisions taken against Incident procedures and regulatory guidelines to ensure customers are put back into the position they should have been.
• Liasing with internal stakeholders, policy holders, advisors and external clients are involved and receive appropriate communications. Meetings with all relevant parties organised and facilitated.

You should apply if you have:

• Strong knowledge of Life and/or Pensions
• Excellent communication skills
• Proficient skills in MS Office Word, PowerPoint
• Strong analytical skills
• Experience working within financial services and to FCA Guidelines

The Perks

• Company pension scheme
• Discretionary Bonus 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

The main purpose of an Incident Technical Specialist is to review and resolve Corporate Incidents for our clients, by investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties. Incidents may be systems, procedural or product related.

You will also manage more complex and specialised CI's and provide Technical Specialist support to the wider CI Team

You'll be:

• Owning the project management of individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical CIs. Individuals will manage the most complex CIs within the Corporate Incidents team and will often manage large volumes of CI's under a portfolio / programme management approach.
• Leading CI Team training, mentoring, and auditing.
• Supporting CI related changes from raising initial change request through review and feedback on Business Requirement Documents and carry out testing of passed BAT cases.
• Working towards Key Performance Indicators and deliver against objectives set through monthly focus reviews.
• Completing any of the required regulatory / tax reporting and breach identification

You should apply if you have:

• Strong knowledge of Life and/or Pensions
• Excellent communication skills
• The ability to work effectively under pressure.
• Proficient skills in MS Office Word, PowerPoint
• The ability to train and mentor.
• Excellent planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.

The Perks

• Company pension scheme
• Discretionary Bonus 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.

Corporate Incidents Manager

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 Corporate Incidents Manager to join the Share Services function at Diligenta.

You will play a crucial role in managing the Corporate Incident team with their operational day to day activity and strategic direction, across multi-site locations including our Offshore teams.

This is a technical role requiring a high level of business knowledge and the ability to translate this to provide clear direction for direct reports and their teams, working with them and our client to shape and translate the strategy of the Corporate Incidents department into clear action plans and liaise with clients through progress updates and governance meetings.

If you 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
• 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

• Working with Phoenix to implement strategy and deliver the desired customer outcomes.
• Direct management of Onshore teams (currently within Peterborough, Liverpool, Basingstoke ,
  Glasgow & Edinburgh) and oversight of the CI Offshore teams, ensuring progression of work.
• Development of our Offshore capability and Target Operating model.
• Integration of new work into the team through migrations of further Phoenix Heritage books of
• Work effectively with Incident Service Leaders, Team Leaders and team members to deliver processes and identify process improvements, by understanding issues, making appropriate changes and recommendations.
• Ensure the right balance of cost effectiveness and customer outcomes is
• Ensuring KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted.
• Maintaining positive relationships with Phoenix through contact on individual CI's and leading client governance meetings, ensuring any actions coming out of this are completed in a timely fashion.
• Acting as an effective escalation point for the CI Team in the event of any blockers or uncertainty around appropriate solutions.
• Understanding and compliance with FCA, money laundering, DPA and HMRC regulations, both
  personally and the wider team.

What we're looking for

• Communicates in a professional and positive manner within Diligenta and with customers and clients, verbally and in writing, using plain English and avoiding the use of jargon.
• Has the ability to coach, challenge, involve and develop staff.
• Strong analytical and decision making skills, with the ability to solve problems and identify opportunities for improvement.
• Flexible approach to work / activities to ensure that deliverables are met.
• Calm and measured when dealing with difficulties, problems and challenges.
• Delivery focused and results orientated, able to effectively prioritise and execute tasks.
• Proven relevant experience in Financial Services and Outsourcing.
• Hands on experience of leading and managing teams
• in a medium sized Customer Services Operation
• Sound technical and product knowledge from a Financial Services organisation, enabling the review of Impact Assessments to ensure appropriate solutions are being proposed.
• Experience of performance managing teams in a commercial environment.
• Understands and operates within the required regulatory environment.

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!