Customer Service Representative (Manual Solutions) in Letchworth

About the Role: Servaada, a Wipro company, is looking for a Customer Service Representative (Manual Solutions) with previous experience in customer and client services. We are looking for an individual who is eager to develop their knowledge of life and pension policies while delivering excellent customer-focused service. Working within a fast‑paced team, you will be responsible for completing calculations accurately and efficiently using a variety of systems and manual methods where required. The role involves carrying out basic analysis, processing calculations in line with governance standards, and meeting expected accuracy and productivity targets. You will be expected to complete and quality‑check tasks to a high standard, gather and interpret information effectively, and communicate clearly with both colleagues and customers. Strong MS Excel and Word skills are essential, along with a customer‑first mindset and the ability to consistently achieve agreed performance goals and deliver results in line with expectations.

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.

Your Benefits:

As a Customer Service Representative (Manual Solutions) you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve. This is a permanent role, and an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.

Essential Skills:

• Advanced skills in MS Word, Outlook & Excel
• Able to maintain high level quality output
• Demonstrates good organisational skills, ability to think methodically and be a problem solver
• Numerate and able to gather and interpret relevant data
• Proven ability to adapt to change and have a flexible attitude at work
• Able to identify improvement opportunities and call them out
• Self‑motivation, self‑awareness and positivity
• 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.

Desirable Skills:

• Computer literacy and willingness to learn new systems and technologies.
• Ideally have 6 months experience of life and pensions industry.
• Minimum 5 GCSE’s (Grades A‑C) including Maths and English or equivalent
• Demonstrated knowledge of the ALPHA system and business processes
• Experience in SQL/PLSQL/Q&E preferred

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:

• 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

Equal Opportunities:

Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.