Complaints & Error Resolution Specialist

About the Role

This permanent role, situated onsite in Letterkenny, County Donegal, requires participation in an 8-hour rotating shift between 8 AM and 6 PM. You will be integral to managing customer complaints and error resolution within a regulated Life & Pensions environment. This position places you at the heart of ensuring fair, efficient complaint management while enhancing operational processes to improve customer outcomes and service quality.

Key Responsibilities

• Handle customer complaints received via phone, email, and digital channels, ensuring empathetic and professional responses.
• Explain complaint procedures, timelines, and next steps clearly to customers throughout the complaint process.
• Analyze customer records, policies, and supporting documents to thoroughly understand each case.
• Determine the complexity and urgency of complaints to prioritize appropriately.
• Identify root causes of dissatisfaction and decide on appropriate investigation and resolution methods.
• Generate and maintain detailed reports to support trend analysis and identify recurring issues.
• Collaborate with cross-functional teams to implement preventative measures.
• Prepare clear, accurate communications compliant with regulations and company policies.
• Investigate operational errors and customer-impact incidents to identify systemic issues and propose corrective actions.
• Gain comprehensive knowledge of Life & Pensions products, systems, and processes to aid effective problem resolution.
• Work with operational teams and stakeholders to facilitate customer remediation and operational improvements.
• Conduct root cause analyses to identify trends and recommend long-term solutions enhancing business effectiveness.
• Ensure remediation is completed fairly, accurately, and in line with regulatory standards.
• Record findings and recommendations meticulously to support governance and reporting.
• Take ownership of complex complaint cases to ensure timely and effective resolution.

Candidate Profile

• Possess APA or QFA certification along with LIA or Institute of Bankers membership.
• Demonstrate ability to analyze complex issues, identify root causes, and deliver sustainable solutions.
• Quickly develop knowledge of products, processes, and systems relevant to Life & Pensions.
• Experience managing complaints or operational errors within structured environments.
• Strong problem-solving, decision-making, and stakeholder management skills.
• Exceptional attention to detail with awareness of wider business and customer impacts.
• Commitment to continuous improvement and challenging existing processes.
• Effective communication skills and ability to influence cross-functional teams.

Preferred Qualifications

• Familiarity with Life & Pensions products including life cover and protection policies.
• Understanding of financial services regulations and compliance frameworks.
• Numerical proficiency in handling premiums, dates, and policy values.
• Experience with CRM or case management systems.
• Capability to manage conflicts calmly and professionally.
• Knowledge of data protection and GDPR requirements.
• Experience interpreting Consumer Protection Code.

Company & Benefits

Tata Consultancy Services (TCS) is renowned globally for excellence and is consistently recognized as a top employer. This role offers a competitive salary with pension, health care, life assurance, and access to extensive training resources. Additionally, various wellness initiatives and sporting events are supported, including sponsorship of the London Marathon.

Diversity and Inclusion

TCS UK & Ireland actively supports diversity and welcomes applicants from all backgrounds, including individuals with disabilities or long-term conditions. As a Disability Confident Employer, TCS ensures adjustments in recruitment and onboarding processes to accommodate candidates with special requirements.

Additional Information

If assistance is required during the application process or alternative document formats are needed, candidates can request support through email by indicating the nature of their request.