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Customer Service Representative - Edinburgh Standard Life Salary: From £21840-£23000 Customer Service Representative - Edinburgh Standard Life Between £21,840 - £23,000 per year Monday-Friday, 9am-5pm, 35 hours per week Hybrid remote - Combination of work from home and in office Standard Life House, Edinburgh, EH1 2DH Here at Diligenta, we are proud to be the single largest provider of outsourced TPA services to the UK Life & Pensions market. We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. Our vision is to be the 'Customer Experience Partner' for our clients. Summary of the role: Due to our growth with our new partnership with Standard Life, we will be recruiting multiple Customer Service Representatives each month throughout the year. We are based in Standard Life House in Edinburgh City Centre, easily accessible by train or bus and car parking is available nearby. We offer a hybrid working environment combining office based and working from home after the initial onsite training. Our standard working hours are Monday-Friday between 9am and 5pm, so no evening or weekend shifts that impact on your family and social lives! Flexible hours are available to suit your availability, work life balance and wellbeing. Salary for the role is up to £23,000 per annum, based on skills and experience. Benefits: We offer 31 days holiday (including bank holidays). Eligibility for an annual discretionary bonus scheme. A contributory company pension scheme. Excellent employee wellbeing and assistance support programmes. A range of employee discounts saving you money on anything from your weekly food shop to holidays, electrical goods and financial services. Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services). What you'll be doing: Our Customer Service Representatives could cover both voice to customer and back office administrative activities. There are no sales involved in this role. The focus will be on your ability to have conversations with customers in a confident, friendly and professional manner, informing members on policy details, resolving queries, collaborating with independent financial advisors and most importantly, providing our customers with an exceptional level of service at a time when they need it most. What we're looking for: Many of our Customer Service Representatives have previous experience from working in a call centre environment, retail, hospitality and travel, amongst other customer-focussed environments, part or full time. Teamwork - We believe that a great team needs great people who are passionate about helping people and providing great service as one team. Listening and communication skills are core to what we do. You will need to be able to communicate complex matters in a simple and supportive way. Someone who can quickly understand the customer need and place a real focus on resolving issues and queries effectively and empathetically. Good PC skills and knowledge of Microsoft Office (e.g. word, excel) together with attention to detail are essential for these roles. About Diligenta Here at Diligenta, we are proud to be the single largest provider of outsourced third party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 Million customers (nearly 1 in 4 of the UK population). We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve. Our vision is to be the 'Customer Experience Partner' for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We help our clients move away from aging technology systems onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years. Our close to 10,000 strong workforce are everyday thinking about how they can improve our service. 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.PandoLogic. Keywords: Customer Service Representative, Location: Edinburgh, SCT - EH10 4JR
Join a team at the heart of the global economy! The Department for Business and Trade ("DBT") and Inspire People are partnering together to bring you an exciting opportunity for Lead Improvement Architects/Managers to create and deliver a Technical Services Improvement Plan which will sit at the heart of the DDaT programme of governance and assurance improvement across their technical estates. Salary between £52,000 to £65,600 plus excellent Civil Service benefits including 27% pension contribution. Salary is dependent on location and technical skills as assessed at interview. Flexible, hybrid working from London, Cardiff, Darlington, Belfast, Birmingham, Salford and Edinburgh. DDaT is embarking on a significant programme of governance and assurance improvement across our technical estates. This role sits at the heart of these initiatives and will have responsibility for implementing an already advanced Technical Services Improvement Plan, but also for assessing those plans and evolving them where appropriate, using either ITIL aligned processes or similar best practice methodologies. It will involve ensuring accurate documentation, managing stakeholders who want different, sometimes conflicting outcomes from the same process, and engaging across DDaT and wider DBT. You'll be proactive but thoughtful, well versed in the challenges you will face when rolling out a Technical Services Improvement Plan. You will manage technical and non-technical stakeholders respectfully but firmly and be able to see complicated tasks through to completion. You will be quality and outcome focused, able to understand when to gather more information and when to act and pride yourself in making considered decisions. In your day-to-day role as a Lead Improvement Architect you will: Lead on the creation and implementation of a Service Improvement Plan, focused initially on Technical and Support Services. This will include identifying and developing improvements to the plan itself based on your own experience of best practice, and defining and evolving Governance Fully document relevant processes and ensure they are agreed to by all relevant stakeholders. You will need to be able to manage active and reactive conversations, know when to escalate, and know when to act Be a senior Subject Matter Expert in a small team of Improvement Architects identifying problems in the team and ensuring you give constructive and adaptive feedback geared towards achieving successful outcomes Engage with Third Party providers where appropriate to ensure plans are seen through to completion Proactively support the wider rollout of Governance principles in our Technology Estate, being able to assure standards Essential Skills and Experience: It is essential that you have: Experience creating and implementing Service Design and Improvement programmes Extensive experience in designing and implementing either ITIL aligned processes or in best practice methodologies Managing a wide variety of stakeholders with conflicting priorities It is desirable that you have: Experience with implementing Configuration Management Databases in a major tool, e,g. ServiceNow ITIL Foundation, or better, Qualified How to apply As part of the application process you will be asked to upload a CV which outlines your experience, skills and fit for the role. Inspire People will assess your application against the essential criteria listed above to compile a longlist of applications, which will then be sifted by DBT. Successful candidates at this stage may be invited straight to interview or asked to complete a short, pre-recorded video screening interview (or alternately provide written answers to questions). These applications will then be sifted by DBT hiring managers. If you are successful, you will be invited to interview. How DBT interview At the interview stage for this role, you will be asked to demonstrate relevant Technical Skills and Behaviours from the Success Profiles framework. These are role specific and in line with the DDaT Capability Framework. Technical Skills Governance and Assurance Making and Guiding Decisions Problem Definition and Shaping Communicating between the Technical and the non-Technical Behaviours Communicating and Influencing Managing a Quality Service Making Effective Decisions How DBT offer This role requires SC clearance. DBT's requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet this requirement will result in your application being rejected and your offer will be withdrawn. Benefits If you join DBT, you will get: learning and development tailored to your role a flexible, hybrid working environment with options like condensed hours a culture encouraging inclusion and diversity a Civil Service pension with an average employer contribution of 27% annual leave starting at 25 days rising to 30 days with service three paid volunteering days a year an employee benefits programme including cycle to work If you are a Lead Improvement Manager and looking for a new challenge, apply today!