Senior Customer Service Representative Salary: £22,000 - £27,000 Location: Edinburgh 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 We are looking for an experienced Customer Service Representative to join our existing Pension's team. You will be responsible for delivering remarkable service to our customers and advisers by efficiently and confidently managing inbound telephony requests. Maintain, develop and apply knowledge of our pension products across all brands and processes. Improve overall customer service and ensure the department is meeting regulatory requirements through ongoing development and training. Benefits 31 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 Apply to find out about our other benefits What you'll be doing Ensure that any concerns and queries are dealt with correctly and communicated with the customer looking for resolution as first point of contact at all times Support new and existing pension colleagues by sharing knowledge and experience to provide excellent customer service. Be competent in all Pension brands we service and maintain the agreed level of quality and license checking Keep up to date with new financial regulations and ensure learning embedded in a timely manner Assisting with answering of technical pension's questions from customer, advisors, management and wider team Identifying areas for improvement and suggesting what changes may be appropriate to assisting the team's overall efficiency and increased first point resolution Communicate clearly with customers (including vulnerable customers and complainants) both verbally and in writing to understand and respond appropriately to their needs with the aim to resolve all requests Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures Manage own workload (as applicable) to ensure personal and team targets are met. What we're looking for A proven track record of 2-years' minimum experience in a customer facing environment, within Financial Services/Life and Pensions An ability to work efficiently and accurately in applying Pension product and systems knowledge across a wide range of queries to carry out processing tasks A CF1/CII qualification would be advantageous Qualified to GCSE standard or equivalent and should include Maths and English Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies. An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty. If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team