Customer Service Associate

Tata Consultancy Services; Nottingham; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Health care

Laptop provided

Phone provided

Job summary

Tata Consultancy Services is hiring a Customer Service Associate for an onsite role in Nottingham, UK. The position involves delivering service via phone, chat and email, handling customer queries quickly and accurately in a fast-paced environment.

You will work within a collaborative team, focusing on quality, compliance and customer satisfaction while meeting performance targets and adapting to rotational shifts.

Qualifications

• Provide customer service via phone, chat and email.
• Handle a high volume of calls, chats and emails with varying queries.
• Work in a fast-paced environment using scripts and tools for resolutions.
• Maintain quality and compliance standards in service delivery.
• Communicate clearly in English and deliver excellent customer care.

Responsibilities

• Maintain high levels of customer care with a friendly attitude in a high-volume environment.
• Follow scripts, canned responses and email templates for customers.
• Complete shift duties and handover to next shift as required.
• Meet targets like Quality, CSAT, AHT, Compliance, Attendance and Adherence.
• Ensure compliance with internal policies and legal parameters.

Skills

Customer service

High-volume calls

English (written/spoken)

Team player

Problem solving

Multitasking

Rotational shifts

Compliance

Multi-app navigation

Verbal communication

Job description

Role: Customer Service Associate

Job Type: Permanent

Location: 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
• Previous experience working in customer service, preferably insurance

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, 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.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

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.

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.