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Corporate Incidents Technical Specialist

  • Hybrid, Edinburgh

Corporate Incidents Technical Specialist

Job Description:

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

Join our team as an Incident Technical Specialist and play a key role in supporting our Life & Pensions clients when challenges arise. In this dynamic role, you’ll take ownership of Corporate Incidents, investigating their root causes, coordinating the right actions, and guiding solutions through to completion. Whether issues stem from systems, processes, or products, you’ll help ensure everything is resolved smoothly and in line with both client and regulatory expectations.

As a Technical Specialist, you’ll manage a broader portfolio of incidents, including more complex and specialist cases, while providing invaluable expertise to the wider CI team.

If you enjoy problem‑solving, thrive on variety, and want to make a real impact for our clients, this role offers an exciting opportunity to shine.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation. 

Benefits
  • 31 days including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
  • Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
  • Cycle to Work Scheme & Interest free Season Ticket loans
  • A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
  • A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
  • A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection
  • Apply to find out about our other benefits
  
What you’ll be doing
  • Lead and manage Corporate Incidents end‑to‑end, including complex and technical cases, ensuring all actions, timelines, and regulatory requirements are met.
  • Oversee high‑volume and specialist incident portfolios, applying a programme‑management approach to drive efficient resolution.
  • Provide technical expertise to the CI team, supporting referrals, mentoring colleagues, and delivering training and quality audits.
  • Analyse data, complete impact assessments, and maintain accurate system records, ensuring clear audit trails for internal and regulatory review.
  • Coordinate communication and collaboration with internal stakeholders, policyholders, advisers, and external clients, including organising and facilitating meetings.
  • Conduct thorough root‑cause analysis, identifying themes, recommending improvements, and supporting continuous improvement and change initiatives.
  • Ensure correct customer remediation, including detriment calculations, regulatory/tax reporting, breach identification, and alignment to TCF and remediation frameworks.
  • Support CI‑related change activity, from raising change requests to reviewing business requirements, testing changes, and keeping product and process knowledge up to date.
What we’re looking for
  • Deep product expertise, with strong Life and/or Pensions knowledge and specialist SME‑level expertise in at least one area.
  • Proven ability to train, mentor, and quality‑check CI work, ensuring consistency and accuracy across the team.
  • Confidence using multiple systems, including good working knowledge of BaNCS and strong skills in Microsoft Word, Excel, and Project.
  • Ability to quickly learn and navigate systems, processes, and specifications, and apply knowledge effectively.
  • Excellent analytical and decision‑making skills, with strong customer focus and clear written and verbal communication.
  • Highly organised and self‑managing, able to prioritise effectively, plan CI activity, and perform well under pressure.
  • Flexible, adaptable, reliable, and self‑motivated, demonstrating resilience and a positive approach to change.
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.
  
Ready to take the next step in your career? Apply today and become part of our innovative team!

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