Customer Service Associate

Tata Consultancy Services; Nottingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

London Marathon sponsor

Job summary

Tata Consultancy Services UK is hiring a Customer Service Associate to deliver exceptional support via phone, chat, and email from our Nottingham onsite office. You will work in a fast-paced environment, following scripts and using tools to resolve queries and support team goals.

The role requires strong English communication, teamwork, and a customer-centric approach, with rotational shifts and a focus on quality metrics.

Qualifications

• Provide customer service via phone, chat, and email with empathy and accuracy.
• Handle high-volume inquiries while adhering to scripts and templates.
• Follow procedures to ensure quality, compliance and timely resolutions.

Responsibilities

• Maintain high levels of customer care with a friendly, cooperative attitude in a high-volume production environment.
• Follow communication scripts, canned responses, and email templates when interacting with customers.
• Complete shift duties and pass to the next shift as required.
• Meet targets for Quality, CSAT, AHT, Compliance, Attendance and Adherence.
• Adhere to internal policies to ensure legal and company compliance.

Skills

Customer Service

Multi-channel support

English communication

Team collaboration

Problem solving

Education

Experience in customer service environments

Tools

CRM software

Job description

If you need support in completing the application or if you require a different format of this document, please get in touch with at or call TCS London Office number / with the subject line: "Application Support Request".

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

Desirable skills/knowledge/experience:

• Previous experience working in customer service, preferably insurance

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, 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. Please email us at 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 with the subject line: "Adjustment Request" or call TCS London Office / 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 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.