Trainee Complaint Handler

Job Description

Starting at £23,400, rising to £25,000 upon completion of training.

Join Diligenta's 12-week complaints handler training program!

Monday to Friday 8am - 6pm, 37.5 hours per week

Diligenta is excited to launch a new training program designed for individuals with strong customer service experience who are looking to advance their careers into complaint handling with us.

From day one, you'll receive full training and follow a clear progression pathway, complete with well-defined milestones. Start by gaining hands-on experience in our contact centres as a Customer Service Representative, followed by advancing through multiple different functions throughout our company to gain a solid understanding of how Diligenta operates.

Finally, you'll be enrolled onto our bespoke training course, designed to hone your complaint-handling expertise. Upon successful completion of the program, you'll not only master the art of complaint resolution but also enjoy a guaranteed pay increase.

What We Offer:

• Full Training: Receive comprehensive training to equip you with the skills and knowledge necessary to excel in your role as a complaint handler.
• Career Progression: Benefit from a structured career pathway with clear milestones to monitor your growth and development.
• Competitive Salary: Start with a Real Living Wage salary and enjoy a guaranteed pay increase upon completing our 12-week course.
• Supportive Environment: A comprehensive set of people policies that support the moments that matter in life, such as Carer's Leave, Foster Leave, Fertility Leave and Retirement Leave.
• Generous Holiday Package: Enjoy 31 days of holiday per year, including bank holidays, and an annual volunteering day.
• Annual Discretionary Bonus Scheme: Eligibility for an annual discretionary bonus.
• Contributory Pension Scheme: A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") and Group Income Protection.
• Employee Wellbeing Programs: A company-wide wellbeing programme which includes a mini annual health check, nutritional advice and second medical opinions. Employee Assistance Programme and other resources to support your mental, physical, and financial wellbeing.
• Exclusive Employee Discounts: Save money on a variety of goods and services, from weekly groceries to holidays, electronics, and financial services.

Key Responsibilities:

• Handle customer complaints with empathy and professionalism.
• Ensure timely resolution of issues while maintaining high customer satisfaction.
• Collaborate with other departments to address and resolve customer concerns.
• Keep accurate records of customer interactions and outcomes.

Who We're Looking For:

• Strong customer service experience.
• Excellent communication and problem-solving skills.
• Ability to handle challenging situations with patience and tact.
• A desire to learn and grow within a structured program.

How to Apply:

If you're ready to take the next step in your career and join a program that offers growth, development, and support, we want to hear from you!

Apply now by submitting your CV detailing your customer service experience and why you're interested in becoming a complaint handler.

About us:

Diligenta makes a positive difference to the lives of millions, handling some of the most difficult and important calls a person can ever make. We are dedicated to being there to support customers in moments that really matter in life and providing the best service every time. Established in 2005, we're proud to be the single largest provider of outsourced administration services to the UK Life Assurance and Pensions market.

We deliver exceptional customer service to customers on behalf of well-known brands including Lloyds Banking Group, The Phoenix Group, AVIVA, Standard Life, M&G Prudential and Nest, the UK government's workplace pension scheme. 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!

Diligenta's innovation spans more than just technology; we look for new ways to innovate in customer service and client satisfaction too. Our ongoing and expected company growth offers opportunities for all our colleagues, and we're excited to welcome new people to be part of our journey.

Diligenta is proud to be a subsidiary of Tata Consultancy Service (TCS), part of the Tata Group.

Diligenta is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.