Overview
Diligenta, a leading UK provider of life and pensions administration services, manages millions of policies on behalf of some of the UK’s largest insurers. Delivering consistent, high-quality customer experiences at scale requires not only operational excellence, but a skilled, confident and resilient workforce.
Recognising that long-term performance starts with investing in people, Diligenta partnered with Instep to create 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.
The Challenge
As Diligenta continued to grow, it needed to move beyond traditional recruitment approaches and:
- Build a sustainable pipeline of high-quality talent
- Improve consistency in capability and performance
- Reduce reliance on external hiring markets
- Support wider goals around social mobility and inclusion
“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
The Solution: A Contact Centre Academy
Rather than prioritising experience alone, Diligenta made a deliberate shift towards developing talent from potential.
The Contact Centre Academy was designed to:
- Attract diverse, local early-career talent
- Build role-specific capability from day one
- Develop confidence, professionalism and behaviours early
- Create clear, structured career pathways
This approach embeds learning and progression into everyday working life, creating a culture where people can grow and succeed.
A True Partnership Approach
Diligenta sought more than a training provider, they needed a partner who could understand their business, culture and long-term ambition.
“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
Instep brought a collaborative, insight-led approach, with continuous feedback and close alignment throughout.
“The collaboration between Instep and Diligenta is fantastic.”
— Helen Mortimer, Lead Business Analyst, Diligenta
End-to-End Talent Pipeline Delivery
Instep delivers the academy as a fully managed, end-to-end solution, ensuring quality and consistency at every stage:
1. Define Success
- Align role expectations and job design
- Map structured development pathways
- Identify ideal candidate profiles
2. Attract Talent
- Targeted advertising and outreach
- Engagement with local communities and networks
- Positioning roles as long-term career opportunities
3. Screen & Select
- Manage application volumes
- Assess eligibility and suitability
- Collaborate on final candidate shortlists
4. Interview & Feedback
- Coordinate interviews with hiring managers
- Prepare candidates for success
- Provide structured feedback
5. Develop Through the Academy
Learners enter a structured programme combining:
- On-the-job experience
- Formal training
- Ongoing coaching and support
Designed to Feel Like Diligenta
While Instep provides the framework, the academy is tailored to reflect Diligenta’s culture and 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 programme feels embedded, authentic and aligned to the organisation.
Creating Careers, Not Just Jobs
The academy is designed to build long-term capability and progression, not just fill entry-level roles.
Learners develop transferable skills such as:
- Customer communication
- Problem solving
- Decision-making
- Process improvement
- Professional confidence
Many progress within customer service or move into specialist and leadership roles, strengthening capability across the organisation.
“Working with Instep has enabled us to strengthen long-term organisational capability while creating clear, accessible career pathways.”
— Pamela Hicks
Success in Action
One example highlights the impact of the model:
Tommy Thompson joined as a Customer Service Apprentice and progressed rapidly:
- Promoted within 6 months
- Achieved 100% quality audit pass rate
“His development is a shining example of how apprenticeships nurture talent, build confidence, and create real business impact.”
— Kieran Chaplin, Team Leader
“From a leadership perspective, the return on investment is clear.”
— Kieran Chaplin
Learner Experience
“When I joined Diligenta as an apprentice, I saw it as an excellent opportunity to advance my career.”
“I was quite shy at first, but the encouragement I received helped me grow in confidence.”
“I now genuinely enjoy coming into the office each day.”
— Kyle, Customer Service Representative
Impact
Operational Impact
- Improved efficiency and process outcomes
- Strong performance indicators (including audit scores)
- Increased contribution from early-career talent
Capability & Confidence
- Faster transition to effective performance
- Higher confidence in customer-facing environments
Learning Culture
- Stronger commitment to development
- Increased internal progression and mobility
Programme Outcomes
- 86% received a wage increase during their apprenticeship
- 12% promoted post-completion
- 24% wage increase for completers
- 58% progressed into further learning
Enabling Transformation at Scale
The academy plays a key role in Diligenta’s broader transformation by:
- Building consistent baseline capability across large teams
- Supporting service quality during change
- Reducing reliance on reactive hiring
- Developing future leaders with end-to-end business understanding
A Growing Partnership
“We’ve worked with Instep for years and continue to grow that relationship because of the trust and understanding we’ve built.”
— Amanda Hyde
What began as one initiative is now a core part of Diligenta’s talent strategy, supporting multiple roles and future growth.
Looking Ahead
With future academy intakes planned, Diligenta continues to invest in:
- Local talent pipelines
- Early careers development
- Long-term workforce capability
Together with Instep, they have created a model that:
- Opens doors for local people
- Builds confidence and capability
- Delivers measurable business impact
- Creates sustainable career pathways
A powerful example of workforce transformation in action.
