Customer Research Associate

4 months ago

Teddington, United Kingdom Fintel Full time

At VouchedFor, part of Fintel, we're dedicated to helping people find the best advice for life’s big decisions. We are already the UK’s leading platform for consumers to find trusted financial advisers - but our ambition is so much larger. Today, only 10% of Brits have received financial advice, and we want to change that.

We're recruiting for a **Customer Research Associate** to join us on a permanent basis. Based in our Teddington office, this role is an opportunity to speak directly with large numbers of financial advisers’ clients, to understand the quality of the financial advice they received and the impact it had on them. You'll be part of an incredibly supportive, driven and friendly team who really care about what we're trying to achieve and will always want to see you succeed. When we asked which words our employees would use to describe the internal culture at VouchedFor, not only did we see words like ‘fun’, ‘friendly’ and ‘social’ receive several mentions, but also ‘supportive’, ‘collaborative’ and ‘inclusive’, so we really believe we have succeeded in creating something special here.

**What you'll be doing**:

- Conducting telephony research with 30-40 customers of financial advisers each week, to understand how their adviser helped them, what went well, and what could be improved.
- You'll be trained in technical concepts relating to financial services, allowing you to effectively assess how good a service each customer received from their adviser
- You'll be helping us identify trends and insights to report back to our clients - including some of the largest financial advice businesses in the UK
- You'll work with our product team, using your insights to help improve our new Elevation product, such that we can conduct even more effective customer research through online channels Working in collaboration with your team and the wider business, supporting individual, team, and company goals.

We'd expect you to be in this role for 18-24 months before having the opportunity to progress into other roles and functions. This role is the perfect platform from which to move into other areas such as Customer Success, Account Management or Product Development.

**What you need to succeed**:

- You're an excellent communicator and can talk to anyone; you’re comfortable talking to different personality types and find it easy to build rapport.
- You can think on your feet; you use your naturally analytical mind to problem-solve on the spot, asking the right questions to find solutions.
- A genuine desire to help people - we're a mission-driven business, so it’s important that you can demonstrate a passion and desire to help others.
- You have an exceptionally strong work ethic with the drive to get things done to a high standard.

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