Customer Service Representative

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**Job Type: Permanent**

**Location: Letterkenny, Co. Donegal; Onsite**

**Hours of Work: 8 hour rotation between 7:00 AM and 7:00 PM.**

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

**Careers at TCS: It means more**

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Delivering Real Service Impact – Your work ensures efficient support across phone, email, and digital channels making certain that customers receive the help they need quickly, contributing directly to smooth operations and a positive overall service experience.
• Developing Strong Professional Skills – Working across call-centre, service-centre and administrative functions will help you build valuable communication, problem‑solving, and organisational abilities that are essential in any modern service environment.
• Being a part of a Collaborative Team – Join a collaborative team of over 100 professional team members, where knowledge-sharing and mentorship helps you learn, thrive and succeed every day.

**The Role**

To support the delivery of great customer outcomes by delivering excellent service to the customers of our Life and Pension’s client. This includes responding efficiently to customer demands received through inbound and outbound telephone calls. This includes using strong communication and accurate administration skills when dealing with customer demands and carrying out any associated tasks in support of effective service delivery across back-office administration, call centre or service centre functions as appropriate.

In this role, you will be a part of a strong collaborative team of over 100 professionals, working together to deliver exceptional support. This position includes rotational shifts scheduled on an 8-hour rotation between 07:00 AM and 19:00 PM Monday- Friday.

**Your responsibilities:**

• Communicate clearly with customers (including vulnerable customers and complainants) both verbally and inwriting to understand and respond appropriately to their needs;
• Develop on-going positive relationships with designated (and other) business partners, both internal and external, ensuring best practice advice is shared and maximum efficiency is achieved;
• Maintain a positive relationship with all internal and appropriate external contacts to maximize efficiency and to represent the business in a professional manner at all times;
• Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and other delivery metrics, including customer feedback metrics. This may include making risk-based decisions that support the delivery of good customer outcomes;
• Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution;
• Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands;
• Demonstrate behaviors which support the delivery of great customer outcomes through the effective management of Conduct Risk. Identify and raise emerging risks appropriately.
• Observe contractual and legal obligations by adhering at all times to the client’s corporate policies, procedures, and guidelines. This includes, but is not limited to, Data Protection, Information Security, Anti-Financial Crime and other Compliance related Policies;
• Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures;
• Manage your own workload to ensure personal and team targets are met.

**Your Profile**

**Essential skills/knowledge/experience:**

• Education (Qualifications): Ideally qualified to Leaving Certificate Ordinary Level or equivalent. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential;
• Knowledge & Experience: Ideally would have previous experience within a customer facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks;
• Strong Communication Skills: A confident, professional telephone manner and ability to effectively execute on the above duties; displaying clear and concise communication skills;
• Analytical Skills: Possess a good understanding of MS Excel and Word and an appetite to learn and effectively navigate multiple computer systems and other technologies. An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities;
• Interpersonal Skills: Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty; and
• People Skills: A proven track record of being a strong team player with a positive experience within a customer facing environment in the Financial Service sector.
• Flexible and Willing to Learn: Must be flexible, as this role will require to support different areas of our business upon request depending on business needs and a willingness to undergo professional and relevant job specific qualifications and compliance with the annual mandatory compliance training regime.

**Desirable skills/knowledge/experience:**

• Basic Understanding of Life & Pensions Products - Awareness of common policy types (life cover, annuities, pensions, protection products) and basic terminology.
• Financial Services Awareness - Interest in or exposure to the broader financial services sector, including compliance and regulatory environments.
• Good Numerical Ability - Comfort working with figures, premiums, dates, and policy values.
• Proficiency with CRM or Administration Systems - Experience using customer databases, case‑management systems, or financial services platforms.
• Conflict Resolution Skills - Ability to remain calm and professional when dealing with frustrated or vulnerable customers.
• Data Protection Awareness - Understanding the importance of confidentiality and GDPR principles.

**Rewards & Benefits**

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

**Diversity, Inclusion and Wellbeing**

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email jennifer.long@tcs.com to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

**Beware of Fraudulent offers**

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

**Join us and do more of what matters. Apply online now.**

**INDCS**