Contact Centre Associate

Candidate Manager LTD; Letterkenny; On-site; EUR 26,000 - 32,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop and training resources

Job summary

Tata Consultancy Services UK&I is seeking a Contact Centre Associate in Letterkenny to provide professional, empathetic support to members, employers and representatives of the Clients Pension Scheme. Based in the Letterkenny Contact Centre, the role requires handling inquiries across phone, webchat, secure messages, and email.

You will work an 8.5-hour rotation between 08:30 and 18:00, Monday to Friday, delivering accurate, customer-focused service and contributing to continuous improvement

Qualifications

• Leaving Certificate Ordinary Level or equivalent; customer service qualifications are advantageous.
• Experience in a customer-facing environment with accurate processing across multiple systems.
• Strong communication skills with a confident telephone manner.
• Analytical ability to use MS Excel and Word and learn new technologies.
• Discretion with confidential information and data protection awareness.

Responsibilities

• Manage customer enquiries across multiple communication channels, including telephone, webchat, secure messaging, and email.
• Provide accurate and timely support on pension administration matters, including retirement options and scheme processes.
• Verify customer identity and handle personal information in line with data protection and company requirements.
• Use knowledge management tools and procedures to resolve queries efficiently and accurately.
• Maintain accurate records of all customer interactions and update systems accordingly.
• Escalate complex or high-risk cases to appropriate teams per procedures.

Skills

Strong communication

Analytical skills

Interpersonal skills

People skills

Team player

Flexible & eager to learn

Education

Leaving Certificate Ordinary Level or equivalent

Customer services qualifications (advantage)

Tools

MS Excel

MS Word

CRM systems

Job description

Job Type: Permanent

Location: Letterkenny, Co. Donegal; Onsite

Hours of Work: 8.5 hour rotation between 8:30am and 6pm - Monday to Friday.

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

Careers at TCS: It means more

• 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

The Contact Centre Associate will provide professional, accurate and empathetic support to members, employers and representatives of the Clients Pension Scheme. Based in the Letterkenny Contact Centre, the role involves using strong communication and accurate administration skills when dealing with customer demands across telephone, webchat, secure messages and email. This involves handling enquiries, using approved knowledge sources, recording interactions accurately, protecting customer data and escalating complex cases where specialist support is required. This position includes rotational shifts scheduled on an 8.5-hour rotation between 08:30 AM and 18:00 PM, Monday- Friday.

Key responsibilities:

• Manage customer enquiries across multiple communication channels, including telephone, webchat, secure messaging, and email.
• Provide accurate and timely support to members, employers, and representatives on pension administration matters, including retirement options, scheme processes, and digital services.
• Verify customer identity and handle personal information in accordance with data protection, regulatory, and company requirements.
• Use knowledge management tools, system information, and operational procedures to resolve customer queries efficiently and accurately.
• Maintain accurate records of all customer interactions and update systems in line with business standards.
• Escalate complex, high-risk, or specialist cases to the appropriate teams in accordance with defined procedures.
• Deliver a professional, empathetic, and customer-focused service that reflects the organisation's values and service standards.
• Support customers in the use of online and self-service platforms, promoting digital adoption where appropriate.
• Meet agreed quality, productivity, compliance, and customer service performance targets.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance customer experience and operational effectiveness.

Essential skills/knowledge/experience:

• Education (Qualifications): Ideally qualified to Leaving Certificate Ordinary Level or equivalent. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential.
• Knowledge & Experience: Ideally would have previous experience within a customer-facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks.
• Strong Communication Skills: A confident, professional telephone manner and ability to effectively execute on the above duties; displaying clear and concise communication skills.
• Analytical Skills: Possess a good understanding of MS Excel and Word and an appetite to learn and effectively navigate multiple computer systems and other technologies. An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities.
• Interpersonal Skills: Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty.
• People Skills: A proven track record of being a strong team player with positive experience within a customer-facing environment.
• Flexible and Willing to Learn: Must be flexible, as this role will require supporting different areas of our business upon request depending on business needs and a willingness to undergo relevant job specific trainings.

Desirable skills/knowledge/experience:

• Basic Understanding of Life & Pensions Products – Awareness of common policy types (life cover, annuities, pensions, protection products) and basic terminology.
• Good Numerical Ability – Comfort working with figures, 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 – Discretion in handling confidential and sensitive information is essential.

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 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.

We welcome requests prior to you completing the application and at any stage of the recruitment process.