Senior Customer Service Representative - Pensions (UK)

IIntroduction:

Wipro Financial Outsourcing Services Ltd (WFOSL) is looking for a dedicated and customer-focused individual to join our team as a Senior Customer Service Representative, specialising in pensions. As the first point of contact for our clients and beneficiaries, you will play a crucial role in providing exceptional service and support for pension-related inquiries and concerns. Your strong communication skills, empathy, and in-depth knowledge of pension products and processes will be instrumental in ensuring a positive and satisfactory customer experience. This role will be required to work from office for 5 days a week.

About Wipro Financial Outsourcing Services Ltd (WFOSL):

Wipro Financial Outsourcing Services Ltd. (WFOSL) is a separate legal entity, authorized by the FCA and has been set up by Wipro to provide regulated outsourcing services within the Financial Services industry.

Our client is a leading provider for workplace pension schemes and WFOSL will be providing business and technology process outsourcing services and providing end to end front and back-office operations support.

Your Benefits:

As a Senior Customer Service Representative, you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.

Responsibilities:

• Act as the primary point of contact for clients and beneficiaries regarding pension-related inquiries, including account information, benefits, and retirement options
• Respond promptly and professionally to customer queries via various communication channels, such as phone, email, and live chat
• Provide accurate and detailed information about pension plans, contributions, withdrawals, and other related processes
• Assist clients in navigating our online pension portal, guiding them through account setup and usage
• Resolve customer complaints and concerns in a timely and empathetic manner, aiming for first-call resolution whenever possible
• Escalate complex issues to the appropriate internal teams while ensuring follow-up and timely resolution
• Maintain accurate records of customer interactions and update customer profiles in our database
• Stay up to date with changes in pension regulations and policies to provide accurate and compliant information to customers
• Participate in ongoing training sessions to enhance knowledge of pension products and customer service best practices
• Identify opportunities for process improvement and contribute to enhancing the overall customer service experience

Mandatory Skills:

• High school diploma or equivalent; further education or certifications in customer service or related fields is a plus
• Proven experience in a customer service role within the financial services or pensions industry
• Knowledge of pension products, retirement plans, and pension-related regulations in the UK
• Excellent communication skills, both verbal and written, with a strong command of English language
• Empathetic and patient approach to handle customer inquiries and concerns with professionalism and courtesy

Desirable Skills & Knowledge:

• Ability to multi-task and manage time effectively in a fast-paced customer service environment
• Proficient in using customer service software, databases, and Microsoft Office applications
• Strong problem-solving skills and a proactive attitude in resolving customer issues
• Positive and enthusiastic team player with a commitment to providing outstanding customer experiences
• Flexibility to work in shifts, including evenings and weekends, as needed

Join our team as a Junior Customer Service Representative for pensions and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for customer service, a thorough understanding of pensions, and a desire to assist customers in their financial journey, we welcome you to apply and be part of our dedicated customer service team.

Equal Opportunities:

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.