Diligenta Careers Internal

About This Role

What does the role involve?
This role is ideal for colleagues looking to broaden their experience, develop professionally, and contribute to one of the most impactful areas of our business. Whether you're seeking a career change or progression, we’ll support your journey every step of the way.

What You’ll Be Doing
As a Complaint Handler, you’ll take ownership of the full complaint journey, ensuring fair, empathetic, and timely resolutions. Your responsibilities will include:
- Investigating complaints end-to-end in line with Treating Customers Fairly (TCF) principles
- Performing root cause analysis and contributing to continuous improvement
- Communicating clearly and compassionately with customers
- Updating MI systems and maintaining accurate records
- Collaborating with internal teams and stakeholders to resolve issues
- Ensuring compliance with regulatory standards and internal policies
Comprehensive training will be provided for the role.

What You’ll Bring
We’re looking for colleagues who demonstrate:
- Strong customer service experience and a genuine desire to help
- Excellent listening and communication skills
- Confidence in handling sensitive conversations with professionalism
- Solid PC skills, including Microsoft Office (Word, Excel, Outlook)
- Attention to detail and ability to manage multiple cases simultaneously
- A positive, solutions-focused mindset and alignment with Diligenta’s values

Development & Growth
This role offers a clear pathway for career development, with opportunities to gain exposure to governance, quality assurance, and leadership roles. You’ll also have access to training and qualifications, including support for Cert CII and other financial services credentials.

Employee Testimonials

“At first, I was out of my comfort zone—but it became the best decision I ever made. The Complaints Team helped me shape my own path and discover what I'm capable of.” - Internal Complaint Handler
“The support I received from day one was incredible. Complaints is a great place to build new skills and settle into a role that values you.” - Internal Complaint Handler

We celebrate the diversity of our community and are committed to creating an inclusive environment for all employees. We encourage applications from people of all backgrounds, experiences and perspectives.

The Hiring Manager to contact is Pauline Robertson Pauline.Robertson@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

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Complaint Handler

About This Role

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