Customer Service Advisor

**Department**: Customer Service Centre

**Location**: Southampton

**Contract type**: Permanent: Full time or Part Time
35 hours per week, weekdays.

**Starting Salary**: £23,000.00
- Passing probation: £24,500.00
- Additional training: £25,500.00

**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.

I have both full time and part time roles available. Anyone who joins us on a part-time basis will need to work full-time initially, to complete their product training and induction, but once the 9 week training programme has completed, they will work their agreed hours and days.

**More about the role**

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.

Our standard working hours are 35 hrs per week, Monday to Friday with no weekends, but we are delighted to be piloting increased hour contracts for colleagues that would like to work more hours and increase their earnings

**About you**

**Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.**

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.

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.

You will embody the Quilter values - Stronger Together, Dependable and Pioneering.
- Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures._
- In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times._
- Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there._
- We are passionate about building an inclusive culture where everyone’s contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us._

**Job Types**: Full-time, Permanent

**Salary**: Up to £25,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

COVID-19 considerations:
We follow up to date guidance from the FCA inline with the Government updates and encourage the use of face masks.

Application question(s):

- Why do you want to work for Quilter in the Customer Service Centre?
- Why are you looking to leave your current role? OR, why did you leave your last role?

Work Location: In person