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******What The Hiring Manager Says**I’m looking for client-focused individuals 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 pension and investment products. 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 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.To ensure candidates have the most rewarding and informative experience during the recruitment process, they are invited to come to an Assessment Centre. During the Assessment Centre 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***Level**: 2**Department:** Customer Service Centre**Location**: Southampton, hybrid working pattern after probation**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.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.# ****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.**Private Medical Insurance:** Single cover as standard with options to increase cover to include your partner or children.**Life Assurance:** 4x your salary.**Income Protection:** 75% of salary, less state benefits, payable after 26 weeks of absence.**Healthcare Cash Plan:** Jersey employees only**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.**We create brighter financial futures for every generation.We do this by guiding our customers and their families through the complexity of planning for their financial future, responding to their rapidly evolving needs and giving them peace of mind. And, with all that’s happening in the world today, our role in society has never been more meaningful.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 #J-18808-Ljbffr