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Customer Service Adviser

2 months ago

Southampton, Hampshire, United Kingdom Quilter Full time
What the Hiring Manager Says

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
--

I'm looking for a client-focused individual with a passion for customer service to join our fast paced, dynamic environment to help us provide our customers with the support they need when they call us about Quilter systems and payments support. Working in our Customer Service Centre, successful candidates will build relationships and rapport, showing empathy and resilience when dealing with client queries; often needing to liaise with departments across our business to manage the varied and sometimes complex phone calls we receive.

If successful, you will join our Adviser Support Team and undergo comprehensive 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.

To ensure candidates have the most rewarding and informative experience during the recruitment process, they are taken through a two step interview process in our office. Candidates will be able to shadow our Customer Service Advisers and listen to live calls. There will also be a practical call assessment and a knowledge retention test hosted by our training team, together with a competency-based interview asking candidates to draw from their previous relatable experiences.
- Team Manager

About the Role

Level: 2

Department: Customer Service Centre

Location: Southampton

Contract type: Permanent

Our Customer Service Advisors receive between 15-20 phone calls a day. They handle queries, having been trained to explain complex information in a way our customers will understand. (Desired: candidates who have experience in call handling within Financial Services)

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

No matter what our advisors are dealing with, they always ensure they honour given time scales to our customers and fulfil our promises for call backs, updates or emails.

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 20 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.

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.

#LI-FD1

Core Benefits

Holiday: 26 days

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Private Medical Insurance: Single cover as standard, cover can be increased at your own cost

Life Assurance: 4x your salary, cover can be increased at your own cost

Income Protection: 75% of salary payable after 26 weeks of absence

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