Claims Customer Service Representative – Diligenta

Job description

Job OverviewDiligenta 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 CompanyFounded 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 OverviewThe 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 ExperienceEssential

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 OpportunitiesDiligenta 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 ApplyClick 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 DeadlineNot specifiedApplications are reviewed on a rolling basis. Early applications are encouraged.

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Extra information

Status

Closed

Education Level

Secondary School

Location

Edinburgh

Type of Contract

Full-time jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English