Job Overview
Diligenta is seeking a Claims Customer Service Representative to join their team at Standard Life House in Edinburgh. This permanent role involves handling sensitive customer claims related to life assurance, pensions, savings, and investments, ensuring a seamless and empathetic experience during critical life moments.
Key Job Details
- Job Title: Claims Customer Service Representative
- Company: Diligenta (subsidiary of Tata Consultancy Services, part of Tata Group)
- Location: Standard Life House, Edinburgh, Scotland
- Salary: £28,000 per annum
- Contract Type: Permanent
- Hours: Monday–Friday, 9am–5pm (no weekends or evenings)
- Work Location: On-site
- Application Deadline: Not specified (apply early)
About the Company
Founded in 2005, Diligenta is the UK’s largest provider of outsourced administration services for the life assurance and pensions market. The company supports over 23 million customers (1 in 3 people in the UK) on behalf of major brands including Lloyds Banking Group, Standard Life, Phoenix Group, AVIVA, M&G Prudential, ReAssure, and Nest. Diligenta is committed to innovation, customer service excellence, and creating a supportive workplace culture.
Role Overview
The Claims Customer Service Representative will manage calls and claims related to health, disability, and bereavement. Responsibilities include gathering medical evidence, assessing claims, and making decisions based on policy benefits. The role requires professionalism, empathy, and strong knowledge of pensions and retirement products.
Key Responsibilities
- Handle customer calls regarding life assurance, pensions, savings, and investments
- Support customers during retirement planning, bereavement, and other sensitive situations
- Gather and assess medical evidence for claims
- Make claims decisions based on policy benefits
- Ensure compliance with FCA regulations and data protection standards
- Identify discrepancies and potential fraud
- Handle complaints constructively and professionally
- Provide clear explanations of complex information
Required Skills and Experience
Essential
- Demonstrable experience in a claims CSR role within pensions, life insurance, or investment sectors
- Strong knowledge of pensions industry and retirement products
- Proven ability to handle sensitive customer situations with empathy
- Excellent communication and problem-solving skills
- Familiarity with FCA regulations, data protection, and complaint handling
- High accuracy and attention to detail in reviewing documentation
- Proficiency in Microsoft Office (Word & Excel)
Desirable
- Experience identifying fraud or discrepancies in claims
- Ability to simplify complex information for customers
What We Offer
- £28,000 annual salary
- Real Living Wage employer
- 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 (Carer’s Leave, Foster Leave, Fertility Leave, Retirement Leave, Volunteering Day)
- Wellbeing programme (health checks, nutritional advice, second medical opinion, employee assistance)
- Career development opportunities across multiple business functions
- Perks at Work (discounted shopping)
- Car lease scheme and Jaguar Land Rover discount
- Cycle to Work scheme and interest-free season ticket loans
Equal Opportunities
Diligenta celebrates diversity and is committed to creating an inclusive environment for all employees. Adjustments during recruitment are available for candidates with health conditions or disabilities.
How to Apply
Click here to Apply via theDiligenta careers portal. Applicants must hold valid Right to Work in the UK. Be prepared to answer compliance questions regarding criminal records, credit history, and prior employment with Tata Consultancy Services.
Application Deadline
Not specified
Applications are reviewed on a rolling basis. Early applications are encouraged.
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