Complaints & Error Resolution Specialist

Candidate Manager LTD; Letterkenny; On-site; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Job summary

Tata Consultancy Services UK&I is seeking a Complaints & Error Resolution Specialist to join our Letterkenny team onsite. You will investigate customer complaints and operational errors within a regulated Life & Pensions environment, applying strong analytical and problem‑solving skills to identify root causes and drive corrective actions.

You will work with cross‑functional teams to remediate issues, support customer outcomes, and contribute to continuous improvement.

Qualifications

• Investigate customer complaints and operational incidents in a regulated Life & Pensions environment.
• Develop expertise in products, processes and systems to analyse issues and recommend solutions.
• Strong problem‑solving and decision‑making skills, with the ability to manage stakeholders and outcomes.
• Experience managing customer complaints and operational incidents in a structured financial services setting.

Responsibilities

• Manage and acknowledge customer complaints across channels, ensuring professional experience.
• Guide customers through complaint journeys with clear timelines and next steps.
• Review records and documents to understand each case.
• Assess issues, determine complexity, urgency and impact.
• Identify root causes and determine investigation and resolution pathways.
• Maintain detailed reporting for trend analysis and improvements.
• Collaborate with cross‑functional teams to implement preventative actions.
• Create clear, accurate communications in line with regulations.

Skills

Investigation & root cause analysis

Customer complaints handling

Stakeholder management

Regulatory compliance knowledge

Problem solving

Education

APA or QFA designation with LIA or Institute of Bankers

Tools

CRM software

Job description

Complaints & Error Resolution Specialist (1908222)

Job Type: Permanent
Location: Letterkenny, Co. Donegal; Onsite
Hours of Work: 8hour rotation between 8am and 6pm.

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.

• Delivering Real Service Impact – Your work ensures efficient support across phone, email, and digital channels making certain that customers receive the help they need quickly, contributing directly to smooth operations and a positive overall service experience.
• Developing Strong Professional Skills – Working across call-centre, service-centre and administrative functions will help you build valuable communication, problem‑solving, and organisational abilities that are essential in any modern service environment.
• Being a part of a Collaborative Team – Join a collaborative team of over 100 professional team members, where knowledge-sharing and mentorship helps you learn, thrive and succeed every day.

The Role

As a Complaints & Error Resolution Specialist, you will be responsible for investigating customer complaints and operational errors within a regulated Life & Pensions environment. The role requires strong analytical and problem-solving skills, together with the ability to quickly develop expertise in products, processes and systems. You will identify root causes, drive corrective actions, support customer remediation and contribute to long‑term improvements that enhance customer outcomes and operational effectiveness.

Why This Role Matters

This is an opportunity to play a key role in improving customer outcomes within a regulated Life & Pensions environment. You'll investigate complex issues, uncover root causes, influence meaningful change and help shape processes that prevent future problems. If you enjoy solving puzzles, challenging the status quo and making a real difference for customers, this role offers an exciting platform to develop your expertise and build a rewarding career in financial services.

In this role, you will join a collaborative team of professionals dedicated to delivering exceptional customer experience and operational excellence. You'll have the opportunity to develop valuable expertise in Life & Pensions products, processes and systems while contributing to meaningful customer outcomes. This position is scheduled as an 8-hour shift, typically between 08:00 AM and 6:00 PM, Monday to Friday.

Your responsibilities

Complaint & Issue Management

As a key member of the team, you will act as an advocate for customer outcomes, ensuring concerns are managed fairly, efficiently and in line with regulatory expectations.

• Manage and acknowledge customer complaints received through multiple channels, ensuring professional and empathetic customer experience.
• Guide customers through the complaint journey, clearly explaining processes, timelines and next steps.
• Review customer records, policy information and supporting documentation to establish a comprehensive understanding of each case.
• Assess complaints and service issues, determining the level of complexity, urgency and business impact.
• Identify the underlying causes of customer dissatisfaction and determine appropriate investigation and resolution pathways.
• Develop and mantain detailed reporting to aid in effective trend analysis and identification of problem areas.
• Collaborate with cross functional teams to determine and implement impactful preventative actions.
• Create and deliver clear, accurate, and professional customer complaint communications in accordance with industry regulations, regulatory requirements, company policies, and customer service standards.

Error Investigation & Continuous Improvement

This role goes beyond complaint handling. You will be responsible for identifying operational issues, correcting errors and helping prevent them from happening again.

• Investigate operational errors, process breakdowns and customer‑impacting incidents, identifying both immediate causes and underlying systemic issues.
• Develop a strong understanding of Life & Pensions products, processes and systems to effectively analyse issues and recommend solutions.
• Work closely with operational teams, subject matter experts and stakeholders to drive corrective actions and customer remediation.
• Conduct root cause analysis to identify recurring trends, control weaknesses and opportunities for improvement.
• Recommend and support the implementation of long‑term solutions that enhance customer outcomes and operational effectiveness.
• Ensure remediation activities are completed accurately, fairly and in accordance with regulatory requirements.
• Proactively identify emerging risks and recurring issues, contributing to a culture of continuous improvement.
• Maintain accurate investigation records, findings and recommendations to support governance and reporting requirements.

Investigation & Resolution

• Conduct thorough investigations into customer complaints and operational issues, gathering evidence from customers, internal stakeholders and third‑party providers.
• Apply regulatory, procedural and product knowledge to reach fair, balanced and customer‑focused outcomes.
• Collaborate with business areas to implement resolutions and corrective actions.
• Take ownership of complex cases, ensuring issues are resolved effectively and within agreed timelines.

Your Profile

Essential skills/knowledge/experience:

• APA or QFA designation with LIA or Institute of Bankers
• Proven ability to investigate complex issues, identify root causes and deliver effective, sustainable solutions.
• Quick learner with the capability to develop expertise in products, systems and operational processes and apply that knowledge to resolve business and customer challenges.
• Experience managing customer complaints, operational incidents, errors or service‑related issues in a structured environment.
• Strong problem‑solving and decision‑making skills, with the confidence to assess situations, weigh risks and determine appropriate outcomes.
• Exceptional attention to detail, coupled with the ability to understand the wider customer and business impact of decisions.
• A continuous improvement mindset, with the confidence to challenge existing processes and identify opportunities for enhanced customer outcomes and operational efficiency.
• Excellent communication and stakeholder management skills, with the ability to build relationships and influence positive outcomes across teams.
• Proven ability to manage and prioritize conflicting deadlines.

Desirable skills/knowledge/experience:

• Understanding of Life & Pensions Products - Awareness of common policy types (life cover, pensions, protection products) and basic terminology.
• Financial Services Awareness - Interest in or exposure to the broader financial services sector, including compliance and regulatory environments.
• Good Numerical Ability - Comfort working with figures, premiums, dates, and policy values.
• Proficiency with CRM or Administration Systems - Experience using customer databases, case‑management systems, or financial services platforms.
• Conflict Resolution Skills - Ability to remain calm and professional when dealing with frustrated or vulnerable customers.
• Data Protection Awareness - Understanding the importance of confidentiality and GDPR principles.
• Consumer Protection Code Experience.

Rewards & Benefits

• competitive salary packages feature pension, health care, life assurance, laptop and 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 and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

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.