Customer Service Technical Representative

About the role

As a Customer Service Technical Representative you will act as the technical point of contact for administrators and customers, handling complex queries and supporting day‑to‑day operations. You will also contribute to projects, review procedural changes and coach less experienced colleagues.

Key responsibilities

• Provide technical support for customer service queries, ensuring accuracy and professionalism.
• Identify training needs and work with team managers and trainers.
• Help achieve departmental Service Level Agreements.
• Deliver specific projects, risk events, work orders and monitor KPIs.
• Complete quality audits and meet personal audit targets.
• Continuously improve processes and eliminate waste.

Required profile

• Strong analytical mindset with a focus on customer satisfaction.
• Ability to coach and support less experienced team members.
• Commitment to continuous improvement and meeting quality standards.
• Willingness to engage in project work and procedural reviews.

Required skills

What we offer

• 33 days holiday including Bank Holidays.
• Eligibility for an annual discretionary bonus.
• Career development opportunities within Diligenta and its global parent, Tata Consultancy Services.
• Access to Perks at Work, Cycle to Work Scheme and interest‑free season ticket loans.
• Comprehensive wellbeing programme, including Employee Assistance.
• Generous Moments that Matter policies (Carer’s, Foster, Retirement leave).
• Contributory pension scheme with up to 6% employer match.
• Group Life Assurance and Group Income Protection.