Customer Service Technician

4 weeks ago

Southampton, Hampshire, United Kingdom Quilter Full time
Fixed Term Contract Duration - 6 Months

About the Business

Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK's best wealth manager for clients and their advisers. Quilter oversees £111.6 billion in customer investments (as at 31 March 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 business, 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 Cheviot Financial Planning.

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: 1

Department: Quilter Investment Platform

Contract Type: Fixed Term Contract

Contract Duration: 4-6 months

Working hours: 40 hours per week, Monday until Friday

Starting Date: 13th of January or 27th of January

As a Customer Service Administrator, you have a key role in representing our organization. Your tasks are essential for keeping customers happy, including managing policies, resolving queries quickly, and helping with account setup.

Your work covers many aspects of our business, like handling new client pensions, investments, money transactions, and working with different departments. Paying close attention to details and communicating effectively is vital, especially when you're entering data or looking at financial documents.

Your dedication to keeping our service standards high is crucial. You'll be responsible for handling all client requests efficiently and professionally, following our service agreements. Your commitment to providing excellent service over the phone and through email will enhance our clients' experience.

Knowing our products and services well is a must. This knowledge will help you provide the best solutions to our clients.

Regulatory Obligations

Consumer Duty

Whilst this isn't a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by taking ownership and accountability to resolve any issues and deal with complex cases to ensure resolution.

Demonstrate use of all feedback loops to improve customer experience.

Participate in VOC team discussions and identify any areas within the team where improvement could be made by putting the customer at the forefront of our decisions.

Contribute to delivery of key customer volume driven dates throughout the year including Tax Year End. Supporting your team and the area, evidencing through out of hours support.

About You

We're looking for someone with a lot of administrative experience, especially in Microsoft Office, particularly Excel and Word. Your skill with these tools is important for the daily tasks you'll handle.

You're exceptionally organised. You're known for managing tasks effectively, always prioritising the most important ones, and meeting deadlines with precision.

Your communication skills are excellent, both in writing and speaking. Your ability to capture and understand data accurately is important for our reports.

What sets you apart is your commitment to excellence. You take personal responsibility for delivering work of the highest quality. This commitment is backed by a proactive mindset, helping you handle challenges as they come up.

Your friendly and adaptable nature makes you a valuable team member, and you genuinely enjoy helping others. Your focus on the customer is at the heart of how you work.

This role does involve daily phone conversations with our clients and advisers. Your comfort and proficiency in phone calls, along with your excellent phone etiquette, are essential for this position.

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.

Healthcare Cash Plan: Jersey employees only.

Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.

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