Claims Customer Service Representative – Diligenta

School Result; City of Edinburgh; On-site; GBP 28,000; Full time

Job summary

A leading outsourcing firm in Edinburgh is seeking a Claims Customer Service Representative to manage sensitive claims related to life assurance and pensions. The role requires empathy, strong communication skills, and knowledge of retirement products. A base salary of £28,000 and various employee benefits are offered.

Benefits

31 days annual leave including bank holidays

Annual discretionary bonus eligibility

Contributory pension scheme

Wellbeing programme

Career development opportunities

Cycle to Work scheme

Qualifications

• Experience in a claims CSR role within pensions, life insurance, or investment sectors.
• Ability to handle sensitive situations with professionalism.
• Strong attention to detail when reviewing documentation.

Responsibilities

• Handle customer calls regarding claims and insurance products.
• Gather and assess claims-related documents.
• Make decisions based on policy benefits and regulations.
• Identify discrepancies in claims and comply with standards.

Skills

Claims handling experience

Knowledge of pensions

Empathy in customer interactions

Communication skills

Problem-solving skills

Familiarity with FCA regulations

Attention to detail

Proficiency in Microsoft Office

Job description

Job Overview

Diligenta is seeking a Claims Customer Service Representative to join their team at Standard Life House in Edinburgh. This permanent role involves handling sensitive customer claims related to life assurance, pensions, savings, and investments, ensuring a seamless and empathetic experience during critical life moments.

Key Job Details

• Job Title: Claims Customer Service Representative
• Company: Diligenta (subsidiary of Tata Consultancy Services, part of Tata Group)
• Location: Standard Life House, Edinburgh, Scotland
• Salary: £28,000 per annum
• Contract Type: Permanent
• Hours: Monday–Friday, 9am–5pm (no weekends or evenings)
• Work Location: On-site
• Application Deadline: Not specified (apply early)

About the Company

Founded in 2005, Diligenta is the UK’s largest provider of outsourced administration services for the life assurance and pensions market. The company supports over 23 million customers (1 in 3 people in the UK) on behalf of major brands including Lloyds Banking Group, Standard Life, Phoenix Group, AVIVA, M&G Prudential, ReAssure, and Nest. Diligenta is committed to innovation, customer service excellence, and creating a supportive workplace culture.

Role Overview

The Claims Customer Service Representative will manage calls and claims related to health, disability, and bereavement. Responsibilities include gathering medical evidence, assessing claims, and making decisions based on policy benefits. The role requires professionalism, empathy, and strong knowledge of pensions and retirement products.

Key Responsibilities

• Handle customer calls regarding life assurance, pensions, savings, and investments
• Support customers during retirement planning, bereavement, and other sensitive situations
• Gather and assess medical evidence for claims
• Make claims decisions based on policy benefits
• Ensure compliance with FCA regulations and data protection standards
• Identify discrepancies and potential fraud
• Handle complaints constructively and professionallyProvide clear explanations of complex information

Required Skills and Experience

Essential

• Demonstrable experience in a claims CSR role within pensions, life insurance, or investment sectors
• Strong knowledge of pensions industry and retirement products
• Proven ability to handle sensitive customer situations with empathy
• Excellent communication and problem-solving skills
• Familiarity with FCA regulations, data protection, and complaint handling
• High accuracy and attention to detail in reviewing documentation
• Proficiency in Microsoft Office (Word & Excel)

Desirable

• Experience identifying fraud or discrepancies in claims
• Ability to simplify complex information for customers

What We Offer

• £28,000 annual salary
• Real Living Wage employer
• 31 days annual leave (including UK bank holidays)
• Annual discretionary bonus eligibility
• Contributory pension scheme (up to 6% matching)
• Group Life Assurance and Group Income Protection
• Supportive people policies (Carer’s Leave, Foster Leave, Fertility Leave, Retirement Leave, Volunteering Day)
• Wellbeing programme (health checks, nutritional advice, second medical opinion, employee assistance)
• Career development opportunities across multiple business functions
• Perks at Work (discounted shopping)
• Car lease scheme and Jaguar Land Rover discount
• Cycle to Work scheme and interest‑free season ticket loans

Equal Opportunities

Diligenta celebrates diversity and is committed to creating an inclusive environment for all employees. Adjustments during recruitment are available for candidates with health conditions or disabilities.

How to Apply

Click here to Apply via theDiligenta careers portal. Applicants must hold valid Right to Work in the UK. Be prepared to answer compliance questions regarding criminal records, credit history, and prior employment with Tata Consultancy Services.

Application Deadline

Not specified. Applications are reviewed on a rolling basis. Early applications are encouraged.