Customer Service Representative

Customer Service Representative – Edinburgh

Position Salary: £23,278 per year

Location: Standard Life House, Edinburgh, EH1 2DH

Join Diligenta, a people‑focused and technology‑driven business delivering outstanding customer service for some of the UK’s most trusted brands, including Lloyds Banking Group and Standard Life. In this role, you’ll handle inbound and outbound calls to support customers with life assurance, savings, investments and pension plans. From helping customers plan for retirement and access investments to updating details or supporting families during bereavement, you’ll make a real difference during life’s most important moments.

No financial services experience? No problem. We provide comprehensive training, and many of our colleagues join us from customer‑facing roles in contact centres, retail, hospitality or travel.

• Accredited Real Living Wage employer
• No weekend or evening working
• 31 days annual leave (includes 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, Annual volunteering day)
• Well‑being 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 (expansive online discount shopping)
• Car lease scheme and Jaguar Land Rover discount
• Cycle to Work scheme and interest‑free season ticket loans

• 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 solver, 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 our incredible, diverse community and be part of a supportive workplace culture
• Passionate about learning and sharing knowledge to enhance skills and develop best practice
• Focused on living our values – integrity / respect for the individual / leading change / learning and sharing / excellence

Established in 2005, Diligenta is 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 to support their customers in the moments that really matter. Customer service is at the heart of everything we do.

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! 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.

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!