Customer Service Representative

Diligenta Limited; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading UK outsourced administration service provider is looking for a Customer Service Representative in Glasgow. In this role, you will manage customer inquiries about life assurance, savings, and pension plans, ensuring exceptional service. Strong communication skills and the ability to remain calm under pressure are essential. Comprehensive training will be provided, welcoming applicants from diverse backgrounds. The position offers a friendly workplace and numerous employee benefits, including generous leave and development opportunities.

Benefits

Accredited Real Living Wage

31 days annual leave

Annual discretionary bonus eligibility

Contributory pension scheme

Wellbeing programme

Perks at Work

Cycle to Work scheme

Qualifications

• Ability to remain calm under pressure.
• Excitement to work in a diverse community.
• Alignment with company values: integrity, respect, and excellence.

Responsibilities

• Handle customer enquiries about life assurance and pension plans.
• Assist customers with planning for retirement and updating personal data.
• Deliver exceptional customer service.
• Solve problems and adapt to changing priorities.
• Communicate effectively in verbal and written form.

Skills

Empathy

Strong verbal and written communication

Excellent listening skills

Problem-solving

Attention to detail

Proficiency in Microsoft Office (Word & Excel)

Job description

Customer Service Representative – Glasgow

Salary: From £24,941 per year

Hours: Monday – Friday, 8:30am – 6pm

Location: 125 West Regent Street, Glasgow

What does the role involve?

You will handle calls to and from customers about their life assurance, savings, investments, or pension plans. Whether helping customers plan for retirement, accessing investments, updating personal information, or supporting families during bereavements, you will ensure a seamless experience during the moments that matter.

Comprehensive training will be provided, so financial services experience is not essential. Many new colleagues join from customer‑facing backgrounds in contact centres, retail, hospitality, or the travel industry.

Key Responsibilities

• Handle a range of customer enquiries about life assurance, savings, investments and pension plans.
• Assist customers with planning for retirement, accessing investments, updating personal data and supporting families during bereavements.
• Deliver exceptional customer service, remaining calm under pressure.
• Solve problems, adapt to changing priorities and work across multiple IT applications.
• Communicate effectively in both verbal and written form.

Qualifications and Skills

• Empathy, respect and the ability to remain calm under pressure.
• Strong verbal and written communication skills, with the ability to simplify complex matters.
• Excellent listening skills.
• Great problem‑solving, flexibility and adaptability.
• Attention to detail and comfort with multiple IT applications.
• Proficiency in Microsoft Office (Word & Excel).
• Excitement to work within a diverse community and supportive workplace culture.
• Passion for learning, sharing knowledge and developing best practice.
• Alignment with company values: integrity, respect, leading change, learning & sharing and excellence.

Benefits and Perks

• Accredited Real Living Wage employer.
• No weekend or evening working.
• 31 days annual leave (incl. UK bank holidays).
• Annual discretionary bonus eligibility.
• Contributory pension scheme (up to 6% matching).
• Group life assurance & income protection.
• People policies: carer’s leave, foster leave, fertility leave, retirement leave, annual volunteering day.
• Wellbeing programme with health checks, nutrition advice, second medical opinion option, employee assistance programme and mental, physical & financial support.
• Personal and career development opportunities across a wide range of business functions.
• 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.

About the Company

Established in 2005, Diligenta is the single largest provider of outsourced administration services to the UK Life Assurance and Pensions market. We deliver exceptional customer service to customers on behalf of many well‑known brands and use a unique technology solution to support over 23 million customers.

We are committed to creating an inclusive environment for all employees and celebrate the diversity of our community. We encourage applications from people of all backgrounds, experiences and perspectives.

Equal Opportunity & Accommodation

If you need any help or adjustments during 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.

Take the Next Step

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