Customer Service Technical Representative

Diligenta Limited; Bristol; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading financial services provider in Bristol seeks a Customer Service Technical Representative to support complex customer queries in the pensions sector. The ideal candidate should have strong technical knowledge of pension processes, experience in achieving service-level agreements, and excellent communication skills. The role involves coaching colleagues and ensuring compliance with regulatory standards. This position offers comprehensive benefits and opportunities for personal and career development.

Benefits

33 days including Bank Holidays

Bonus scheme

Personal and career development opportunities

Cycle to Work Scheme

Wellbeing programme

Contributory pension scheme

Qualifications

• Strong technical knowledge of customer service processes within a pension and financial services environment.
• Experience working to quality and accuracy standards in a pressured environment.
• Ability to communicate complex information clearly.

Responsibilities

• Act as a technical point of reference for customer service teams.
• Ensure compliance with legislation and internal procedures.
• Contribute to service delivery as a subject matter expert.

Skills

Strong technical knowledge of pension processes

Proven experience with SLAs

Experience in customer service and administration

Confident communication

Experience in coaching or mentoring

High attention to detail

Customer-focused attitude

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.

Overview

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 to 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.

Apply for this role

Do you hold valid Right to Work in the UK? Yes No
Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)? Yes No
Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit related proceedings which have or have not been satisfied? Yes No
Have you been referred for this position by Diligenta Employee? Yes No
Have you previously worked for Tata Consultancy Services (TCS)? Yes No
Attach CV

Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group