Customer Service Advisor

Servaada - a Wipro Company; Telford; On-site; GBP 21,000 - 32,000; Full time

Job summary

Servaada, a Wipro UK entity, is seeking a Customer Services Advisor with experience in customer and client services. You will handle a mix of inbound and outbound calls, emails, and written requests, delivering service that puts customers first. You will build relationships by understanding intermediary needs and perform security checks, escalating issues when needed.

The role offers training, development, and a competitive salary within a supportive team.

Qualifications

• Experience in customer and client services.
• Excellent communication and interpersonal skills.

Responsibilities

• Handle a mix of inbound and outbound calls, emails and written requests.
• Resolve customer queries accurately, aiming for first-time resolution.
• Perform customer security checks and escalate issues when necessary.
• Maintain accuracy and attention to detail in all interactions.

Job description

Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider.

About the Role:

Servaada, a Wipro company is looking for a Customer Services Advisor with previous experience in customer and client services.

We are looking for someone who is ready to dive into the world of life and pension policies, delivering top-notch service that puts our customer first. You will be handling a mix of inbound and outbound calls, emails, and written requests, aiming to resolve things first time and in the right way. You will be required to handle and resolve customer queries accurately and effectively, ensuring the best possible customer experience. You will take inbound calls and make outbound contact with customers, recognising when they need extra support and tailoring your approach to match their needs and circumstances.

You can expect to build valuable customer relationships by developing a solid understanding of customer intermediary needs while aiming to deliver the right outcome. You will also be responsible for ensuring that all customer security checks are performed and will seek to identify potential problems, taking suitable action to correct or *escalate* any issues.

Key Responsibilities:

• Customer Service – Provide award-winning customer support and be part of a supportive team that is all about doing the right thing for our customers.
• Accuracy – Maintain accuracy and accountability in an expanding and fast-paced environment.
• Teamwork – Recognise the importance of working together as a team to maximise team, department, and company results.
• Knowledge - Achieve and actively maintain skills and knowledge of the financial services industry. Focus on sharing knowledge and skills to continue to develop the team and its effectiveness.
• Development - Develop new processes and challenging existing ones to maximise efficiency and accuracy. Focus on personal development to achieve industry and career progression.

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

The is a permanent role, and excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.

• A calm, customer-focused approach, even when things get busy.
• Strong attention to detail and a knack for getting things right first time.
• A team player who is open to feedback and always looking to improve.
• You will be process-driven and possess a keen eye for detail.
• An excellent communicator capable of clearly and effectively presenting ideas to stakeholders.
• A passion for customer service with a commitment to deliver on your promises and going above and beyond for our customers.
• Computer literacy and willingness to learn new systems and technologies.
• Experience in contact centre, customer services or financial services as full and ongoing training will be provided.

Personal Attributes:

• Highly organised with the ability to manage multiple tasks and deadlines effectively.
• Strong attention to detail, ensuring accuracy in all client documentation and communications.
• Proactive and self‑motivated, able to anticipate needs and take initiative without constant direction.
• Resilient and adaptable, able to remain calm and composed when handling competing priorities.
• Team-oriented, contributing positively to collaborative working environments.
• Problem-solving attitude, able to identify issues quickly and offer practical solutions.

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct
• Must act to deliver good outcomes for retail customers.

Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.