Customer Service Advisor

About the Business

Summary
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter plc oversees £116.2 billion in customer investments (as at end September 2024). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions and discretionary fund management.

The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning businesses, Quilter Financial Planning, the Quilter investment platform and Quilter Investors, the Multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Private Client Advisers.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us

About the Role

Level: 2

Department: Customer Service Centre

Location: Southampton, hybrid working available after training period

Contract type: Permanent, Monday until Friday

Salary: paying up to £27,000 (based on 40 hours per week)

Our Customer Service Advisors receive between 30-40 phone calls a day. They handle queries, having been trained to explain complex information in a way our customers will understand.

At times, our advisors may deal with complaints, liaise with different areas within our business and investigate certain calls.

As our customers’ needs evolve, our advisors are trained in how to show empathy in emotional or challenging situations, and to have resilience when dealing with difficult conversations.

Our colleagues play a vital role in our business, so we do what we can to acknowledge their hard work by holding regular recognition and social events, that provide awards, prizes and contribute to peer reviews.

What The Hiring Manager Says

If successful, you will join one of our teams and undergo comprehensive classroom training before you ‘go live’ in your role. You will receive support to help you achieve your future short and long-term goals and ambitions through regular coaching and monthly one to ones with your manager.
- Team Manager_

About You

You will be passionate about providing the best possible service to your customers.

You will be confident speaking to customers and taking over 30 phone calls a day to explain detailed information, and be a key point of contact for the business. (Mandatory skill for this role, as this is a fast paced position we require resilience)

You will be able to demonstrate that you’re continuously able to develop and adapt in a fast-paced and constantly changing environment, and are receptive to all feedback.

Your experience will show you’re able to handle sometimes complex and challenging conversations professionally and with empathy, ensuring customers are always supported.

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

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