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 optionsRespond promptly and professionally to customer queries via various communication channels, such as phone, email, and live chatProvide accurate and detailed information about pension plans, contributions, withdrawals, and other related processesAssist clients in navigating our online pension portal, guiding them through account setup and usageResolve customer complaints and concerns in a timely and empathetic manner, aiming for first-call resolution whenever possibleEscalate complex issues to the appropriate internal teams while ensuring follow-up and timely resolutionMaintain accurate records of customer interactions and update customer profiles in our databaseStay up to date with changes in pension regulations and policies to provide accurate and compliant information to customersParticipate in ongoing training sessions to enhance knowledge of pension products and customer service best practicesIdentify opportunities for process improvement and contribute to enhancing the overall customer service experienceMandatory Skills: High school diploma or equivalent; further education or certifications in customer service or related fields is a plusProven experience in a customer service role within the financial services or pensions industryKnowledge of pension products, retirement plans, and pension-related regulations in the UKExcellent communication skills, both verbal and written, with a strong command of English languageEmpathetic and patient approach to handle customer inquiries and concerns with professionalism and courtesyDesirable Skills & Knowledge:Ability to multi-task and manage time effectively in a fast-paced customer service environmentProficient in using customer service software, databases, and Microsoft Office applicationsStrong problem-solving skills and a proactive attitude in resolving customer issuesPositive and enthusiastic team player with a commitment to providing outstanding customer experiencesFlexibility to work in shifts, including evenings and weekends, as neededJoin 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.