Customer Experience Coordinator

13 hours ago


Southampton, Southampton, United Kingdom This is an IT support group Full time

Job Title: Customer Experience Coordinator

Description:

We are seeking a highly organized and analytical individual to support the management of our client experience framework within Quilter Financial Planning using Vouched For's Elevate platform.

The successful applicant will assist in facilitating surveys being sent to clients following completion of journey touchpoints, such as annual reviews.

Strong communication skills and the ability to support financial advisers in using the Elevate system, primarily over the phone, from a start-up and ongoing maintenance perspective, are essential.

This role will also involve supporting other key team activities, including Podcasts, Trustpilot, Red Flags, Tell us Once, and the Customer Zone.

  • Support the integration of the Elevate platform into Quilter Financial Planning and ensure it is culturally embedded to deliver maximum value to clients and business.
  • Assist in analyzing survey feedback and reporting to various governance forums.
  • Support Financial Advisers in using new functionality, typically over the phone.
  • Support delivery of the QFP client feedback framework.
  • Support the wider Voice of the Customer programme.
  • Produce reports for key governance forums.

About You:

We are looking for someone passionate about customer experience, with strong front-line experience and administrative skills. Strong analytical and reporting skills will play a crucial role in supporting the Vouched For initiative.

Key Requirements:

  • Excellent organizational and analytical skills.
  • Strong communication skills and ability to work with financial advisers.
  • Experience working with large datasets and producing detailed reports.

Benefits:

  • Holiday: 182 hours (26 days)
  • Quilter Incentive Scheme: All employees eligible to participate.
  • Pension Scheme: Non-contributory company pension scheme.
  • Healthcare Cash Plan: Jersey employees only.
  • Benefit Allowance: Cash benefit allowance payable in lieu of some core benefits.

Estimated Salary: £25,000 - £30,000 per annum, depending on location and experience.

This role requires a strong understanding of customer experience principles and the ability to apply them in a practical setting. The successful candidate will be an excellent communicator and have the ability to build strong relationships with colleagues and clients.



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