Customer Service Representative

Diligenta Limited; City of Edinburgh; On-site; GBP 24,000; Full time

Job summary

A leading customer service provider in Edinburgh is seeking a Customer Service Representative to assist customers with life assurance, investments, and pension plans. This role requires excellent listening and communication skills, with a focus on making a positive impact during important moments in customers' lives. Comprehensive training is provided, and the company offers a supportive workplace culture with numerous benefits, including competitive pay, a contributory pension scheme, and opportunities for personal and career development.

Benefits

31 days annual leave

Annual discretionary bonus eligibility

Contributory pension scheme

Wellbeing programme

Personal and career development opportunities

Cycle to Work scheme

Qualifications

• Comfortable handling inbound and outbound calls to support customers.
• Ability to simplify complex matters while providing outstanding service.
• Experience in customer-facing roles preferred but not necessary.

Responsibilities

• Support customers with life assurance, investments, and pension plans.
• Make a positive difference during critical moments in customers’ lives.

Skills

Excellent listening skills

Strong verbal communication

Problem-solving skills

Adaptability

Proficiency in Microsoft Office

Job description

Customer Service Representative - Edinburgh

£23,278 per year
Standard Life House, Edinburgh, EH1 2DH

What does the Customer Service Representative role involve?

Join Diligenta, a people‑focused and technology‑driven business delivering outstanding customer service for some of the UK’s most trusted brands, including Lloyds Banking Group and Standard Life. In this role, you’ll handle inbound and outbound calls to support customers with life assurance, savings, investments, and pension plans. From helping customers plan for retirement and access investments to updating details or supporting families during bereavement, you’ll make a real difference during life’s most important moments. No financial services experience? No problem. We provide comprehensive training, and many of our colleagues join us from customer‑facing roles in contact centres, retail, hospitality, or travel.

We support our colleagues with competitive benefits:

• We’re an accredited Real Living Wage employer
• No weekend or evening working
• 31 days annual leave (includes UK Bank Holidays)
• Annual discretionary bonus eligibility
• Contributory pension scheme (up to 6% matching), Group Life Assurance, and Group Income Protection
• Supportive people policies for the moments that matter in life (Carer’s Leave, Foster Leave, Fertility Leave, Retirement Leave and an Annual volunteering day)
• Wellbeing programme with health checks, nutritional advice, second medical opinion option, employee assistance programme and mental, physical, and financial support
• Personal and career development opportunities across a wide range of business functions and specialist areas
• Perks at Work (expansive online discounted shopping)
• Car lease scheme and Jaguar Land Rover discount
• Cycle to Work scheme and interest‑free season ticket loans

Our people are…

• Passionate about delivering a seamless customer experience with empathy and respect, with the ability to remain calm under pressure
• Excellent listeners with strong verbal and written communication skills and able to simplify complex matters whilst providing outstanding service
• Great problem solvers, flexible, and adaptable to changing priorities
• Comfortable switching between multiple IT applications with attention to detail
• Proficient in Microsoft Office (Word & Excel)
• Excited to work with our incredible, diverse community and be part of a supportive workplace culture
• Passionate about learning and sharing knowledge to enhance skills and develop best practice
• Focused on living our values – integrity, respect for the individual, leading change, learning and sharing, excellence

Who is Diligenta?

Established in 2005, we’re proud to be the single largest provider of outsourced administration services to the UK Life Assurance and Pensions market. We make a positive difference to the lives of millions, handling some of the most difficult and important calls a person can ever make to support our customers in the moments that truly matter. Customer service is at the heart of everything we do.

Our unique technology solution enables us to make a positive difference to the lives of over 23 million customers – that’s 1 in 3 people in the UK! We celebrate the diversity of our community and are committed to creating an inclusive environment for all employees. We encourage applications from people of all backgrounds, experiences and perspectives. If you need any help or adjustments at any stage within the recruitment process due to health, disability, or any other reason, please let us know when you apply or talk to the recruiter or hiring manager directly so we can support you.

Ready to take the next step in your career? Apply today and become part of our innovative team.