Role: Business Process Operations (Customer Operations Administrator)

Job Type: Fixed Term - 11 Months

Location: Letterkenny, 9am to 5/5.30pm.

Office based until all Access & Training completed (approx. 6 weeks)

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses 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.

The Role

We are seeking customer-focused professionals to join our high-performing Back-office Operations team. This role is responsible for delivering operational processes in line with documented procedures, KPIs, and SLAs while ensuring excellent customer outcomes. This role requires regular engagement with customers, members, brokers, clients, and stakeholders through calls, written communications, and case management activities. The successful candidate will provide direct customer and member updates, manage information requests, and contribute to the achievement of service, quality, and continuous improvement objectives.

Your responsibilities:

• Engage with customers, members, brokers, clients, and stakeholders through calls and written communications.
• Manage customer and member enquiries, updates, and information requests in a timely and professional manner.
• Liaise with brokers, Revenue, and other external parties to support case processing and customer outcomes.
• Gather and validate customer information to facilitate the timely completion of operational processes.
• Maintain accurate records and deliver excellent customer service while adhering to regulatory and quality standards.
• Execute assigned back-office processes in accordance with documented procedures, control frameworks, and quality standards.
• Deliver operational activities in line with agreed KPIs, SLAs, and customer outcome measures.
• Monitor and manage workload and queue volumes to maintain service stability, escalating risks as required.
• Ensure full compliance with Data Protection, Information Security, Anti‑Financial Crime, and other regulatory policies.
• Make risk-based decisions within defined authority levels to support good customer outcomes.

Your Profile

• Experience working in a process driven, KPI and SLA based environment.
• Excellent attention to detail and accuracy.
• Strong written and verbal communication skills.
• Ability to manage workload independently and as part of a team.
• Strong organizational and time management skills.
• Commitment to confidentiality and data protection.
• Ability to use feedback and performance metrics for continuous improvement.
• Adaptable and resilient approach to change.
• Strong computer literacy.

Desirable skills/knowledge/experience:

Experience in a customer service environment specializing in the Life Assurance and Pension services – If you enjoy building relationships and communicating and interacting with people, you will fit right in with the world-class customer service team around you.