Complaint Handler

Monday-Friday

Flexible start and finish between 8am - 6pm

Standard Life House, 30 Lothian Road, EH1 2DH

An exciting opportunity has arisen for a Complaint Handler to join our business. In this role, you will manage, investigate, and resolve customer complaints, both in writing and over the phone. The ability to identify root causes and trends, as well as work with other areas of the business to prevent future complaints, is essential.

• 31 days holiday (including bank holidays).
• Eligibility for an annual discretionary bonus scheme.
• A contributory company pension scheme.
• Excellent employee wellbeing and assistance support programs.
• A range of employee discounts on everyday purchases, from groceries to holidays, electronics, and financial services.
• Personal and career development opportunities within Diligenta and our global parent company, TCS (Tata Consultancy Services).

• Previous complaint handling experience.
• Strong customer service experience within the financial sector.
• Excellent verbal and written communication skills.
• Investigative and analytical skills.
• Knowledge of quality assurance processes and techniques.
• An empathetic nature with a desire to achieve fair outcomes for customers.
• Good PC skills, including proficiency in Microsoft Office (Word, Excel), with strong attention to detail.

You don't need to meet every requirement to be considered. If you think you'd be a great fit, we want to hear from you!

• Deliver exceptional customer service.
• Provide a prompt and professional response, ensuring complaints are resolved within agreed timescales.
• Manage your own workload effectively.
• Work as part of a team to achieve shared goals.
• Identify root causes, trends, and issues that arise by process, product, or complaint type, and work with the wider business to reduce complaint volumes.
• Recognise opportunities for process improvement.

About Diligenta:

Diligenta is a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. We handle some of the most sensitive customer interactions, ensuring exceptional service at every step. Our unique technology solution enables us to support over 23 million customers - that's 1 in 3 people in the UK!

Diligenta is proud to be a subsidiary of Tata Consultancy Services (TCS), part of the Tata Group. We are an equal-opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees.