About the job

If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.com or call TCS London Office number 02031552100 / +44 204 520 2575 with the subject line: “Application Support Request”.

Role: Customer Service AssociateJob Type: PermanentLocation: Nottingham, UK, Onsite (5 days in the office)

Are you looking to take on a role in Operations and Customer Service?

We have an exciting role for you – Customer Service Associate.

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.Be a reassuring voice and trusted guide when customers need support most
• Use your problem-solving skills and empathy to create real, positive outcomes
• Be a part of a collaborative team that thrives

The Role

As a Customer Service Associate, you will provide exceptional service via phone, chat, and email, handling customer queries efficiently while maintaining quality and compliance standards. You will work in a fast-paced environment, using scripts and tools to deliver resolutions, support team goals, and ensure customer satisfaction.

Your responsibilities:

• Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment
• Follow various communication scripts, canned responses, and email templates when communicating to the customers
• Complete shift duties, follow procedures to ensure completion, pass to next shift as necessary
• Meet targets like Quality, CSAT, AHT, Compliance, Attendance & Adherence
• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures

Essential skills/knowledge/experience:

• Ability to provide Customer Service to existing customers over the phone, webchat & Email
• Skilled in handling a high volume of calls, chats, and emails with varying degrees of questions or concerns
• Comfortable navigating multiple windows and tabs on a desktop computer
• Previous experience work in a team environment, communicating with other agents and promoting a positive work ethic
• Customer centric and focused on delivering excellence
• Comfortable navigating, or willing to learn multiple computer systems
• Possess effective problem-solving skills and deliver timely resolutions
• Open to working in rotational shifts
• Ability to manage multiple priorities, multi-task, and cross skill across ala channels (Voice, Chat & Email)
• Ability to work in a target-oriented environment
• A good team player
• Proficient in written and verbal communication in English
• Possess excellent interpersonal skills

Desirable skills/knowledge/experience:

• Previous experience working in customer service, preferably insurance