Instep & Diligenta
Diligenta, a leading UK provider of life and pensions administration services, is recognised for delivering high-quality customer experiences at scale. Administering millions of policies for some of the UK’s largest insurers, consistency, service excellence and operational resilience are critical to its success.
At the heart of this success is a clear belief: long-term performance starts with investing in people.
To support continued growth and strengthen its workforce for the future, Diligenta partnered with Instep to establish a Contact Centre Academy; a structured, apprenticeship-led model designed to attract, develop and retain local talent.
The result is a scalable, end-to-end talent pipeline that strengthens both business performance and community impact.
A Strategic Shift Toward Homegrown Talent
Rather than relying solely on the external market, Diligenta made a deliberate shift toward developing talent from within local communities.
“Our primary aim was to build a sustainable pipeline of high-quality talent with consistent capabilities, confidence and commercial awareness.”
– Pamela Hicks, Learning & Development Lead, Diligenta
This vision laid the foundation for the Contact Centre Academy; a long-term approach to workforce development, rooted in potential over experience.
Why a Contact Centre Academy?
Traditional hiring models often prioritise immediate experience. Diligenta chose instead to focus on long-term capability building.
The academy model enables them to:
– Attract young, diverse and local talent
– Build role-specific skills from day one
– Develop confidence and professional behaviours early
– Create clear, visible career pathways
It also reinforces a broader cultural commitment: making learning, progression and opportunity part of everyday working life.
Choosing the Right Partner
Diligenta sought a partner who would go a step beyond a generic training provider to understand their culture and tailor a solution that worked for their people.
“We wanted to work with a provider who truly understood our business and shared our commitment to developing talent.”
– Amanda Hyde, Talent Development Partner, Diligenta
This search led them to Instep UK, a training provider who brought a collaborative approach to the table; one shaped by consultation, continuous feedback and shared goals.
“The collaboration between Instep and Diligenta is fantastic. We have regular updates to understand how programmes are being delivered and provide feedback.”
– Helen Mortimer, Lead Business Analyst, Diligenta
A Fully Managed, End-to-End Talent Pipeline
Instep delivers the Contact Centre Academy as a seamless, end-to-end service, removing complexity while maintaining quality at every stage:
1. Defining Success
– Aligning job descriptions and expectations
– Mapping the right development pathway
– Defining the ideal candidate profile
2. Attracting Talent
– Advertising roles across major platforms (e.g. Indeed)
– Connecting with local talent networks and community hubs
– Positioning roles as long-term career opportunities
3. Screening & Selection
– Managing application volumes
– Checking eligibility and suitability
– Collaborating with Diligenta on final shortlists
4. Interview & Feedback
– Coordinating interviews with hiring managers
– Supporting candidate preparation
– Delivering feedback to all applicants
5. Onboarding into the Academy
Successful candidates enter a structured programme combining:
– On-the-job experience
– Formal training
– Ongoing coaching and support
Co-Creating Something That ‘Feels Like Diligenta’
While Instep provides structure and governance, the academy is tailored to reflect Diligenta’s identity:
“Instep provided structure and governance, but allowed us to put a Diligenta wrapper around it.”
– Helen Mortimer, Lead Business Analyst, Diligenta
This ensures the experience feels authentic and embedded within the organisation, not external to it.
Creating Opportunity, Building Careers
The Contact Centre Academy is not just about entry-level roles, it’s about creating long-term career pathways.
It supports social mobility and inclusive access to careers, the evelopment of transferable, future-ready skills, and clear pathways into specialist, operational and leadership roles.
Participants develop transferable skills including:
– Customer communication
– Problem solving and decision-making
– Process improvement
– Professional confidence
Many go on to progress within customer service or move into other parts of the organisation, building capability across Diligenta.
“Working with Instep has enabled us to strengthen long-term organisational capability while creating clear, accessible career pathways.”
– Pamela Hicks, Learning & Development Lead, Diligenta
Success Story: From Apprentice to High Performer
One standout example highlights the impact of the academy model:
Tommy Thompson joined Diligenta as a Customer Service Representative Apprentice and, within just six months, progressed to a senior role.
His journey reflects both individual dedication and the strength of the academy structure.
– Promoted within 6 months
– Achieved a 100% quality audit pass rate
“Seeing Tommy progress from an apprentice to a senior role within just six months has been incredibly rewarding, for him and for the team. His development is a shining example of how apprenticeships nurture talent, build confidence, and create real business impact in a short space of time.”
– Kieran Chaplin, Team Leader, Diligenta
“From a leadership perspective, the return on investment is clear, we’re building a sustainable pipeline of talent ready to step into future roles.”
– Kieran Chaplin, Team Leader, Diligenta
Tommy’s progression demonstrates how structured development can turn potential into performance quickly and effectively.
Learner Experience
“When I joined Diligenta as a Customer Service Representative Apprentice, I saw it as an excellent opportunity to advance my career. My apprenticeship has been very insightful and has equipped me with all the knowledge and skills I need.”
“When I first started, I was quite shy, but the encouragement I received helped me grow in confidence, and I now genuinely enjoy coming into the office each day.”
– Kyle, Customer Service Representative
Measurable and Cultural Impact
Operational Impact
– Improved efficiency and process outcomes
– Increased contribution from early-career talent
– Strong performance indicators (e.g. audit scores)
Capability & Confidence
– Learners becoming effective contributors quickly
– Increased confidence in customer-facing environments
Learning Culture
– Reinforced commitment to continuous development
– Greater internal progression and mobility
Programme Metrics
Key Stats:
23/24
APM 88.9% | CSS 77.8% | BA4 60% | Distinction rate for CSS3 85.7%
24/25
BA4 100% | Overall 76% | 86% received wage increase during apprenticeship
25/26 forecast
CSS3 75% | BA4 87.5% | Overall 79.5%
For those that achieved/in EPA:
12% promoted | 24% wage increase | 58% engaged in further learning opportunities.
Supporting Transformation at Scale
Beyond hiring and development, the Contact Centre Academy supports Diligenta’s wider transformation agenda.
By strengthening baseline capability across large operational teams, it helps to:
– Maintain service quality during change
– Build operational resilience at scale
– Reduce dependence on short-term hiring cycles
– Develop future leaders with end-to-end business understanding
This ensures Diligenta’s workforce is equipped not just for today, but for ongoing evolution and growth.
A Partnership That Continues to Grow
The success of the academy has strengthened the long-term partnership between Diligenta and Instep.
“We’ve worked with Instep for years and continue to grow that relationship because of the trust and understanding we’ve built.”
Amanda Hyde, Talent Development Partner, Diligenta
What began as a focused initiative has evolved into a broader talent strategy supporting multiple roles across the organisation.
Looking Ahead
With future academy intakes planned, Diligenta continues to invest in local talent pipelines, early careers development, and long-term workforce capability.
The Contact Centre Academy is now a core part of how Diligenta attracts, develops and retains talent for the future.
By partnering with Instep to deliver it, Diligenta has created a sustainable talent model that:
– Opens doors for local people
– Builds confidence and capability
– Delivers measurable business impact
– Creates long-term career opportunities
Congratulations to Diligenta for their approach to recruitment using this model. This is a perfect, successful example of future workforce development in action.
