Job Description

Digital Customer Experience SCQF 6 Apprenticeships - 12 months

Are you ready to enhance your digital and customer service skills with this amazing career opportunity within the financial sector?

Diligenta is a market leader in the Life and Pensions sector, providing administration services to many of the best-known financial services companies in the UK. We provide services to one in four of the UK's population administering more than 23 million policies, providing a wide range of services including Customer Services, IT and Change Management to major life and pensions insurers.

Diligenta are recruiting enthusiastic young people to join our growing team supporting our customers through our structured apprentice scheme. Diligenta are looking for candidates who are passionate about life and giving an excellent customer experience, understand digital applications and how best to utilise them, and are keen to develop their career to become a digital expert in a customer facing role.

Our digital apprenticeship encompasses all the skills required to be in an environment that utilises systems to create a great experience, whilst also developing essential digital and communication skills within an evolving customer environment for future progression.

You will be working in a modern office environment, with a relaxed dress code, and a team that is here to support you in your career and personal development that may lead to other specialist roles within our business.

Become a digital champion within your role, utilising our range of systems available to you.

Answering calls through our IP Telephony system from policyholders or third parties, using our advanced systems to deal with queries. No sales involved. Using digital and verbal communications to support both internal and external customers. Supporting and resolving customer requirements for changes on policies and submitting work requests to the back-office team through our digital platforms, to ensure that customers are fully informed and necessary documents are sent. Identifying, logging, and resolving complaints from policyholders or third parties through our various systems. Keeping up to date with process changes, system updates and policies, including IT Security and GDPR regulations.

What you need to demonstrate.

Good, clear communication with attention to detail. Active listener with good problem-solving skills. Professionalism and the ability to work independently or as part of a team Desire to learn. Passion for providing a great customer experience with the ability to focus on assisting customers find solutions through our extensive digital platforms. Good digital skills to embrace the technologies within the business and become a super user of the systems we utilize. Empathy and patience.
In return, you will receive:

Starting salary of the Real Living Wage 31 days holiday (including bank holidays) Eligibility for an annual discretionary bonus scheme A contributory company pension scheme where we match your contributions up to 6% A comprehensive set of Moments that Matter policies, such as Carer's and Volunteering Leave A companywide Wellbeing Programme, including an Employee Assistance Programme and other benefits/resources/apps to support your mental/physical and financial wellbeing Personal and career development opportunities to progress your aspirations within the company Companywide Recognition Scheme 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 Interest free Season Ticket loans and a Cycle to Work Scheme Group Life Assurance ('Death in Service") / Group Income Protection
We at Diligenta believe that a diverse mix of talented and ambitious people helps us better understand and respond to our client customers' needs. Working in customer facing roles can be extremely rewarding, and by using a range of digital platforms to find the optimum solution for your customer, you can help people achieve goals and play a direct role in the success of the business.

You can find more information on Diligenta here: https://www.diligenta.co.uk/

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.

Job Types: Full-time, Apprenticeship

Pay: 12.60 per hour

Additional pay:

Bonus scheme
Benefits:

Company pension Health & wellbeing programme Life insurance
Schedule:

Monday to Friday
Application question(s):

Do you live in Central Scotland?
Work Location: In person

Reference ID: GPDILS25_1
Expected start date: 26/09/2025