Customer Support Consultant

If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.com or call TCS London Office number 02031552100 / +44 204 520 2575 with the subject line: “Application Support Request”.Careers at TCS: It means moreTCS 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.The RoleTo provide a support service to Financial Advisers and customers, delivering an industry leading level of customer service and continuously finding ways to help our Financial Advisers, Customers and Royal London to achieve their strategy and objectives. Provide training and mentoring to less experienced colleagues, acting as a subject matter expert and providing support to your team leader and wider leadership team to understand, deliver against, and lead the team to improve the customer journey.Your responsibilities:1. Take ownership for fulfilling a variety of work, within Group Customer Service and offering other teams assistance when necessary i.e. during peaks / stretches2. Be the SME for your team, able to assist colleagues, customer and advisers3. Working as part of the Operational teams putting the customers at the heart of everything we do and providing support to your colleagues and Team Leader4. Review team measures to understand the customer journey and use the data to drive improvement5. Advanced understanding of our business and processes to achieve competency across departments6. Undertake project and ad hoc tasks where required7. Communication to team is both constructive and motivational, acting as a lead amongst your peers and understanding of how the teams work feeds into the Group Scorecard8. Identify opportunities to support colleagues through coaching and training and provide constructive feedback9. Confidently leading team huddles to motivate your colleagues and discuss our customer requests and any challenges which would stop us meeting our customer expectations10. Supporting delivery of new solutions to complex issues.The RoleTo provide a support service to Financial Advisers and customers, delivering an industry leading level of customer service and continuously finding ways to help our Financial Advisers, Customers and Royal London to achieve their strategy and objectives. Provide training and mentoring to less experienced colleagues, acting as a subject matter expert and providing support to your team leader and wider leadership team to understand, deliver against, and lead the team to improve the customer journey.Your responsibilities:1. Take ownership for fulfilling a variety of work, within Group Customer Service and offering other teams assistance when necessary i.e. during peaks / stretches2. Be the SME for your team, able to assist colleagues, customer and advisers3. Working as part of the Operational teams putting the customers at the heart of everything we do and providing support to your colleagues and Team Leader4. Review team measures to understand the customer journey and use the data to drive improvement5. Advanced understanding of our business and processes to achieve competency across departments6. Undertake project and ad hoc tasks where required7. Communication to team is both constructive and motivational, acting as a lead amongst your peers and understanding of how the teams work feeds into the Group Scorecard8. Identify opportunities to support colleagues through coaching and training and provide constructive feedback9. Confidently leading team huddles to motivate your colleagues and discuss our customer requests and any challenges which would stop us meeting our customer expectations10. Supporting delivery of new solutions to complex issues.Desirable skills/knowledge/experience:· Relevant customer service experience preferred; insurance experience desirable but not mandatory.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 WellbeingTata Consultancy Services UKI 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 UKI.recruitment@tcs.com 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 UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.Next Steps:Application Process 1. Online application: You can apply directly through LinkedIn/ by uploading your CV. In case you wish to submit your application via another format like audio/video, please, contact - UKI.recruitment@tcs.com2. Skill-Based discussion: This will be a level 1 interview with the project team, it can be via video or in-person. Details will be confirmed by your recruiter.3. Managerial discussion: This discussion will focus on behavioural aspects and person-organisation fit.4. HR Discussion: This will be with one of the members of the HR team and will cover your career journey, aspirations for growth, compensation and any other questions you may have.Beware of Fraudulent offersThis 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 UKI.recruitment@tcs.com 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.Join us and do more of what matters. Apply online now.