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KEY SKILLS/KNOWLEDGE/EXPERIENCE:

• A professional manner with excellent communication skills both verbal and written.
• Attention to detail is a must.
• Excellent interpersonal and customer service skills.
• Verbal and written fluency in English is a must have as this role will be dealing exclusively with UK insurance Life & Pension market.
• Good aptitude for technical learning, as well as an ability to assimilate new information quickly.
• An ability to prioritise your own workload, work to strict deadlines and effectively manage time.
• The capacity to work well in a high-pressure work environment.
• An ability to work independently and collaboratively within a dynamic environment.
• Discretion in handling confidential and sensitive information is essential.
• Proficiency with Microsoft Office Suite.

The below outlines the key accountabilities and main areas of responsibility:

• Handle requests/problems for customers; investigate the situation, determine appropriate course of action, and respond appropriately to their needs.
• 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.
• Strive for first point resolution and take true ownership of customer needs and issues while providing excellent customer service in every customer interaction.
• Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands.
• Demonstrate behaviours which support the delivery of great customer outcomes through the effective management of Conduct Risk, identifying and raising emerging risks as appropriate.
• Observe contractual and legal obligations by always adhering to TCS’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 own workload to ensure personal and team targets are met

KEY RESPONSIBILITIES:

The primary role of the Customer Service Representative is to handle various types of enquiries and requests related to personal data & information maintained and recorded on a variety of business applications & programs.

The below outlines the key accountabilities and main areas of responsibility:

• Handle requests/problems for customers; investigate the situation, determine appropriate course of action, and respond appropriately to their needs.
• 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.
• Strive for first point resolution and take true ownership of customer needs and issues while providing excellent customer service in every customer interaction.
• Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands.
• Demonstrate behaviours which support the delivery of great customer outcomes through the effective management of Conduct Risk, identifying and raising emerging risks as appropriate.
• Observe contractual and legal obligations by always adhering to TCS’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 own workload to ensure personal and team targets are met.

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 part of an exciting team where you will be challenged every day.
• Work closely with the range of teams within the business to bring products to life.
• Work with customers and identify opportunities to support their strategy and improve their processes across functions