Life & Pensions Complaints Investigator

Tata Consultancy Services Limited; Letterkenny; On-site; EUR 30,000 - 52,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Discounts within Tata network

Job summary

Tata Consultancy Services UK&I is seeking a Complaints & Error Resolution Specialist to investigate customer complaints and operational errors within a regulated Life & Pensions environment. You will develop expertise in products, processes and systems, identify root causes, drive corrective actions and contribute to long-term improvements that enhance customer outcomes and operational effectiveness.

Join a collaborative team delivering exceptional customer experience and governance, with a

Qualifications

• Curious, analytical and customer-focused professional with strong problem-solving skills.
• Experience investigating complex issues, identifying root causes and delivering sustainable solutions.
• Experience managing customer complaints or operational incidents in a regulated environment.
• Ability to learn quickly and develop expertise in Life & Pensions products, processes and systems.
• Excellent communication and stakeholder management skills, with the ability to influence outcomes across teams.

Responsibilities

• Handle customer complaints across multiple channels with empathy and professionalism.
• Guide customers through the complaint journey with clear timelines and next steps.
• Review customer records and supporting documents to understand each case.
• Assess complexity, urgency and business impact of complaints and incidents.
• Identify root causes and determine investigation and remediation pathways.
• Maintain detailed reporting for trend analysis and process improvements.
• Collaborate with cross-functional teams to implement preventative actions.
• Produce clear and compliant communications to customers.

Skills

Root cause analysis

Investigation skills

Customer complaints handling

Problem solving

Attention to detail

Continuous improvement

Stakeholder management

GDPR / data protection awareness

Life & Pensions knowledge

CRM / case-management

Regulatory knowledge

Communication

Decision making

Tools

CRM systems

Job description

Tata Consultancy Services UK&I is seeking a Complaints & Error Resolution Specialist to investigate customer complaints and operational errors within a regulated Life & Pensions environment. You will develop expertise in products, processes and systems, identify root causes, drive corrective actions and contribute to long-term improvements that enhance customer outcomes and operational effectiveness.

Join a collaborative team delivering exceptional customer experience and governance, with a