Customer Service Technical Representative

Diligenta Limited; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading provider in life and pensions administration is looking for a Customer Service Technical Representative to act as a technical support for customer services, dealing with complex queries. The ideal candidate will have a strong technical knowledge in customer service within the pension sector, possess excellent communication skills, and demonstrate attention to detail. This role requires providing support, coaching less experienced colleagues, and ensuring work is completed accurately and in compliance with standards.

Benefits

33 days holiday including Bank Holidays

Eligibility for annual discretionary bonus

Personal and career development opportunities

Access to Perks at Work

Cycle to Work Scheme

Companywide Wellbeing programme

Contributory company pension scheme

Qualifications

• Strong technical knowledge of customer service processes within a pension and financial services environment.
• Proven experience working to quality and SLA-driven measures.
• Experience supporting, coaching or mentoring less experienced colleagues.

Responsibilities

• Acting as a technical point of reference for customer service teams.
• Ensuring work is completed accurately and compliantly.
• Coaching and guiding colleagues, providing constructive feedback.

Skills

Strong technical knowledge of customer service processes

Experience in customer service and back-office administration

Confident communicator

High attention to detail

Customer-focused professional

Job description

Customer Service Technical Representative

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: Act as Technical Support to Customer Services, dealing with technical queries from administrators & customers. In this role you will provide input to projects as well as providing day-to-day support with more complex customer queries, risk events, and also support less experienced colleagues.

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

What you’ll be doing

• Acting as a technical point of reference for customer service teams, supporting complex pension queries and escalations.
• Ensuring work is completed accurately and compliantly in line with legislation, regulatory standards and internal procedures.
• Supporting service delivery by contributing to SLAs, KPIs, and audits.
• Coaching and guiding colleagues, providing constructive feedback and identifying training needs.
• Supporting projects, risk events, and work orders as a technical subject matter expert whilst also identifying opportunities to improve processes, reduce risk and enhance the customer experience.

What we’re looking for

• Strong technical knowledge of customer service processes within a pension and financial services environment. Specifically Defined Benefit pension knowledge is key.
• Proven experience working to quality, accuracy and SLA-driven measures, even under pressure.
• Experience in both customer service and back-office administration.
• A confident communicator who can explain complex information clearly to both colleagues and customers.
• Experience supporting, coaching or mentoring less experienced colleagues.
• High attention to detail, with the ability to analyse information and identify risks or errors
• A customer-focused professional who consistently demonstrates integrity, compliance and fairness.

If you need any help or adjustments during the recruitment process, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!