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Complaints Handler - Edinburgh

  • Edinburgh

Complaints Handler - Edinburgh

Salary: From £25000-£25000

Complaints Handler - Edinburgh Lloyds Banking Group

Starting at £25,000 per year


Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm

Fountainbridge, Edinburgh, EH3 9PE

Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our aim is to be acknowledged as the 'best in-class' platform-based Life and Pensions Administration Service provider.

Summary of the role:

  • We are based in Fountainbridge in Edinburgh City Centre, easily accessible by train or bus and car parking is available nearby.
  • Our standard working hours are Monday-Friday between 8am and 6pm, 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 starts at £25,000 per annum.


  • 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:

You'll be representing a major UK bank by responding to queries, concerns, and complaints either by telephone or in writing. We pride ourselves in our exceptional service and ensuring our customers feel that they have been listened to and treated fairly. Being able to turn a negative experience to a positive experience is at the heart of this role.

What we're looking for:

  • Strong customer service experience is required, complaint handling experience in the life and pensions industry would be advantageous.
  • 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

Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our focus is providing efficient operations and delighting customers for our clients, with migration of policies onto our industry-leading BaNCS platform as our unique selling point. We provide services to one in four of the UK population and to customers of some of the biggest names in financial services, administering more than 23 million policies.

Our aim is to be acknowledged as the 'best in-class' platform based Life and Pensions Administration Service provider and drive a culture that is founded on positive change, diversity and people development. We aim to solve problems clients can't solve themselves, so they choose us to solve them. That means we're different, with a distinct personality.

Providing an excellent customer experience is at the heart of everything we do so we believe that providing an excellent employee experience is just as important. We care about the things that matter and work at delivering them every day.

We impact peoples' lives every day, whether it's enabling a widow to pay for their partner's funeral or providing someone with pension funds for a happy retirement.

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.

Apply for this role