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Senior Support Analyst

Sanderson
Job LocationEdinburgh
EducationNot Mentioned
Salary£22,032 - £27,540 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who are DiligentaOur 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 describedas home by existing employees, we drive a culture that is founded on positive change and development.The OpportunityTo drive the completion of Control Activities, Outcomes Testing and Deep Dives across all Customer Service departments dealing with more complex transactions and customers queries, supporting and coaching colleagues to build sound working relationships bothinternally and externally. To role model the values and behaviours and delivering an efficient and effective service against stretching performance expectations, in line with our vision and strategy.Youll be:

  • Working with all resource to ensure all Outcomes Testing, Deep Dives and Control activities are completed within SLAs or the agreed timescales.
  • Providing customer service team managers with support and interpretation of quality/outcomes testing MI, whilst proactively identifying and delivering improvements by interpreting key trends.
  • Facilitating training and drive accreditation process for quality assurance colleagues.
  • Supporting Team Manager with localised people management, agreeing holidays in line with customer demand and completing other colleague related activities.
  • Building and maintaining strong working relationships with Customer Service departments.
  • Deputising for Team Manager when required, delivering on work streams that have been assigned.
  • Monitoring and maintaining key team controls and review in line with department risk plan and risk profile for Team Manager.
You should apply if you:
  • Have knowledge of investigations techniques.
  • Have good knowledge of life and pension financial products.
  • Have a reasonable level of experience in other related oversight roles.
  • Have good knowledge of operational processes.
  • Have strong analytical and influencing skills.
  • Are able to work independently with minimum supervision.
  • Are able to produce high quality, accurate, reports to strict deadlines.
The Perks
  • 23 days holidays + 8 bank holidays.
  • Discretionary annual bonus.
  • Company pension scheme membership.
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
  • Access to our Confidential Helpline is available to be used by you and your family.
  • Develop your career through a wider global organisation of the TCS family

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