Claims Customer Service Representative

Diligenta Limited; City of Edinburgh; On-site; GBP 40,000 - GBP 60,000; Full time

Job description

Claims Customer Service Representative

Salary: From £28,000
Monday-Friday, 9am - 5pm
Standard Life House, Edinburgh

About This Role

You’ll be joining a people and technology‑driven business, handling calls to and from customers about their life assurance, savings, investments, or pension plans. Whether assisting customers planning for retirement, accessing investments, updating personal information, or supporting families during bereavements, you’ll ensure a seamless experience during the moments that matter.

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.

The Claims Team is responsible for the handling of health, disability or bereavement claims which require gathering supporting medical evidence, assessing evidence and making a claims decision based on the information gathered and the benefits provided by the customer’s policy or policies.

We're looking for individuals with:

• Demonstratable experience in a claims CSR role within the pensions, life insurance or investment sectors.
• Proven expertise in handling sensitive customer situations with professionalism and empathy.
• Strong working knowledge of pensions industry and other retirement products.
• Strong communication and problem‑solving skills, with the ability to explain complex information clearly.
• Familiarity with FCA regulations, data protection, and complaint handling procedures.
• High level of accuracy and thoroughness in reviewing documentation.
• Ability to identify discrepancies and potential fraud.
• Ability to explain complex information clearly and concisely.

We support our colleagues with competitive benefits:

• We are a Real Living Wage employer.
• No weekend or evening work.
• 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 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 (online discounted shopping).
• Car lease scheme and Jaguar Land Rover discount.
• Cycle to Work scheme and interest‑free season ticket loans.

Our people are:

• Committed to delivering good customer outcomes in a relevant and customer‑focused way.
• 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 other great people and create a supportive workplace.
• Passionate about learning and sharing knowledge to enhance skills and develop best practices.

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. We’re dedicated to being there to support customers in the moments that really matter in life and providing the best service every time. 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.

We deliver exceptional customer service to customers on behalf of well‑known brands including Lloyds Banking Group, The Phoenix Group, Standard Life, ReAssure, AVIVA, M&G Prudential and Nest. 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!

Diligenta’s innovation spans more than just technology; we look for new ways to innovate in customer service and client satisfaction too. Our ongoing and expected company growth offers opportunities for all our colleagues, and we’re excited to welcome new people to our journey.

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!