Work for Diligenta
Introduction to 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, with the support of our parent company, Tata Consultancy Services (TCS). Although we work in the life and pensions sector, we are not a life and pensions company. 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.
That means we’re different, with a distinct personality. 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 transform our clients’ operations and 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 and people development. We aim to solve problems clients can’t solve themselves, so they choose us to solve them.
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 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. Across our client accounts, we pay out over £1.3 billion every month. We care about the things that matter and work at delivering them every day.
Why we’re working with Rest Less
Diligenta have chosen to work with Rest Less to support opening up job and career opportunities to a wider and more diverse candidate population that we believe fit with our organisational culture and values.
We firmly believe that the work we undertake will suit people with more life experience and we value the soft skills such as empathy, communication and common sense that this candidate pool could bring and use within our business so that we have teams that reflect the diversity of our customers. We support new colleagues with a training programme tailored to the requirements of their new role however, key to us is having the right life skills, positive attitude and match to aspirations and expectations
Why work with Diligenta
At Diligenta, we have a diverse mix of talented and ambitious people across the UK to help us build on our company values and are committed to deliver a supportive and empowering working environment for our teams and clients alike. Our values underpin our approach to everything we do.
Most roles have regular working patterns on weekdays leaving you free at evenings and weekends to make the most of your family and social lives. There is the opportunity to work remotely to support a preferred work life balance for most role but nothing quite matches the buzz of being around your friends and colleagues in one of our collaborative working spaces. From invigorating innovation workshops to coffee machine catch-ups, our offices allow our employees to learn and grow from the people around them.
Diligenta are able to provide a wealth of opportunity and potential to grow and learn and in joining Diligenta, you can progress your career within the finance industry. You will have visibility of wider opportunities within TCS, both here in the UK and across the globe as TCS is a top employer globally, with more than 528,000 employees representing 157 nationalities across 46 countries.
Find your perfect opportunity at Diligenta
Real-life stories
Changing your career track or transferring to a new company needn’t be daunting. We asked some of our valued team to tell us about their experiences of working at Diligenta. We hope they inspire you too.
Kay – Customer Service Representative
“After taking a year away from employment following my partner’s retirement, I was looking for a company and position where my skills from previous roles were transferable. My role at Diligenta allows me to engage with customers in a way whereby I feel I have helped them, sometimes when they are going through the most difficult of times, e.g. following a bereavement.
Being in my ‘older years’ my own life experiences allow me to better understand the needs and concerns of customers and deal with them appropriately. Having a mixture of the dynamism of younger colleagues together with my own, and similarly-aged colleagues, provides for a strong team to deliver the best service that we can.
It may come as no surprise that, as someone who sends a text message using one finger, computer technology is not my strongest point, however the systems we use are within anyone’s reach and training is always provided. My work-life balance has definitely improved from my previous role where I often had to take work home. I now enjoy the fact that is no longer the case.
Finally, to know that I have been able to demonstrate to a customer that they matter and have been treated with understanding, empathy and respect is a feeling that I am proud of each and every day.”
Lynda – Voice Operations
“I love my job. I work as part of our Voice operation speaking to and helping our customers daily. It’s an important role and every day is different, every customer is unique and they all depend on us to provide accurate and informative information to help them. I joined Diligenta in August 2022. I had previously worked in financial services and moved on to a different career however, I missed the work and decided to apply to Diligenta. The training is excellent and even if you have no previous experience it’s exciting learning something new.
Sadly 5 years ago my husband died and I was alone at home, nowhere to go daily, and it seemed nothing to look forward to anymore. I had to make decisions that were difficult and it did take some time to know what was the best thing to do. Now working with Diligenta I know I made the right decision.
There are also opportunities. In my short time I have been seconded to a Bereavement Team which suits my skills, I am dealing with families who have lost a loved one. You may have skills you never knew you had but within the company you are encouraged to learn and enhance your personal skills daily.
There’s good mix of staff, those who are just starting their working life to those who have life experience we can share with. I’ve had a new lease of life and am really glad I came to work here.”
Sarah – Quality Manager
“I’ve worked for Diligenta for 11 years. After a short career break to bring up my child, I joined the Company as a Quality Manager in IT & Change in June 2012. I have held a variety of positions and had a wealth of experience, including helping to transition Change functions to Diligenta and shape the service, which was challenging but hugely rewarding.
I have a great team working for me, and I get to work with senior managers in Diligenta and TCS, as well as client colleagues. I’ve been able to develop strong relationships founded on mutual trust and respect. I have received APMP training, a globally recognised project management qualification and worked with our Learning & Development team to establish a graduate training programme aligned to APMP. My knowledge of the course and experience in project management and lifecycles really helped and it was great to give back in this way.
Age has not prevented me from further developing my career. There are plenty of opportunities to get involved in different areas of the business as well as exciting programmes like the graduate training scheme.
I’d definitely recommend working for Diligenta. Prior to joining, I had several years of experience working in project management and process improvement across multiple industry sectors. Although I had no experience in financial services, my skills were largely transferrable, and I was able to bring new ideas to the table for improving process. My knowledge and openness have always been well received.”
Example roles at Diligenta
Customer Service Representative
Our Customer Service Representative is a hybrid role that covers both voice to customer and back office administrative activities, providing support to our client customers on their life and pensions products. Full training is always given on the products and services. Key is an ability to listen carefully and understand the customer situation, hold a confident, friendly and professional conversation and to help inform or resolve the matter.
Queries may involve informing on policy details, collaborating with independent financial advisors but most importantly, providing our customers with an exceptional level of service. There are no sales involved in this role.
Business Analyst
Transformation is our business and the role of the Business Analyst is fundamental to supporting change delivery. The role analyses business requirements, assesses the impact of change and investigates options to develop and recommend solutions to support effective business change delivery.
A broad awareness of the Financial Services industry and the regulatory environment is important, and a good general understanding of project methodologies and approaches, combined with a working knowledge of data presentation techniques, standard MS software applications and Visio. A systematic, disciplined and analytical approach to problem solving could lead to professional qualifications and a career in project management
Project Manager
The Project Manager role is critical to delivering our change programmes. The role will manage and deliver either a project or a defined element of a programme in order to meet business objectives.
The position is responsible for managing and maintaining relationships with stakeholders and key customers, ensuring delivery meets requirements and ensuring the application of the appropriate project management disciplines. These may include planning, resourcing, scheduling, monitoring, reporting and risk/issue management, including the escalation/resolution of issues and contingency planning for any risks.
Diligenta offer formal project management qualifications and career pathways to senior Project Manager or Programme Manager roles
Diligenta brand values
At Diligenta, our 5 corporate values are at the foundation of everything we do. They shape the way we do business, interact with our people and work for our clients.
- Integrity: We are honest, open and trustworthy in everything we do.
- Respect for the Individual: We treat everyone fairly, with dignity and respect.
- Leading Change: We continually develop and implement innovative ideas to transform and improve the way we work.
- Learning and Sharing: We believe in sharing knowledge, experiences and learning to enhance skills, improve performance and develop best practice.
- Excellence: We aim to provide an efficient and outstanding service and deliver on our promises.
Diligenta diversity statement
Respect for the Individual is one of our corporate values and we want to treat everyone fairly with dignity and respect so Diligenta is committed to supporting Diversity and Inclusion and seeks to fully integrate this into its culture across its business.
We recognise that employee networks provide an invaluable safe space to afford colleagues with support, networking, and development opportunities. They are a resource for sharing ideas, suggesting, and promoting good practice so that Diligenta can advance its equality and inclusion aims.
Our Diversity and Inclusion Council brings together networks across the business to tackles barriers to inclusion. Our Employee Networks include PRISM for LGBTQ+ and allies, The Hive for women and allies, Cultural Diversity and Enable Ability.
In line with Diligenta’s vision to foster a culture of diversity, inclusion and belonging where employees feel valued, respected and engaged as their authentic selves, its Diversity and Inclusion Council aims to provide feedback, guidance, support and governance to Diligenta on key matters that affect Diversity and Inclusion in the business.
Alongside Diligenta’s Corporate Social responsibility Consultant, the council supports the development and integration of initiatives and monitoring their progress for continual improvement. We work closely with our parent company TCS UK&I to ensure that we are aligned with their award winning Diversity and Inclusion approach and can share and cascade best practice
Diligenta partnerships
Diligenta won Financial Service Project of the Year at the 2022 Global Sourcing Association awards and was nominated in two categories at the 2023 UK Customer Satisfaction Awards.
The company is a member of several industry bodies including the Association of British Insurers, Call Centre Management Association and Institute of Customer Service.
