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- Tasks: Manage and route customer emails efficiently within a dynamic team.
- Company: Join Quilter, a top UK wealth management provider with a commitment to excellence.
- Benefits: Enjoy flexible working options, generous holiday, and an incentive scheme.
- Other info: This is a fixed-term contract with a hybrid work option after training.
- Why this job: Be part of a transformative company that values innovation and teamwork.
- Qualifications: Experience in admin roles and familiarity with email systems is essential.
The predicted salary is between 24000 - 36000 £ per year.
Fixed Term Contract Duration – 5 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: 2
Department: Customer Service
Location: Southampton/ hybrid (option to work from home once training completed)
Contract Type: Fixed Term Contract- 12 hours per week must be available Monday – Friday 7am-9am or 8am-10am and 2 hours on Saturday 5pm-7pm(2 hours per day across 6 days)
This role sits within Quilter’s Customer Services Email Team, part of the wider Customer Service Centre. The team is responsible for managing and responding to email communications from customers, financial advisers, and third parties such as platform providers. All incoming queries are received through a central inbox, where they are either resolved directly or routed to the appropriate department.
As a Customer Service Query Allocator, you will report to the Team Manager of the Customer Services Email Team and work alongside colleagues who focus on responding to emails. Your primary responsibility will be to ensure that all incoming queries are efficiently reviewed and directed to the correct teams for resolution.
Key Responsibilities
Monitor and manage the shared email inbox, which receives over 2,800 emails weekly.
Review incoming emails and determine the appropriate department or team for resolution.
Route emails accurately and efficiently to ensure timely responses.
Collaborate with team members who are responsible for responding to queries.
Maintain accurate records of email routing and escalate any issues as needed.
Support the Team Manager with inbox organisation and prioritisation.
Key Stakeholders
Internal Team Members – Collaborate closely with colleagues in the Customer Services Email Team.
Customer Service Centre Management – Ensure alignment with service standards and escalation protocols.
Back-office Administration Teams – Coordinate with various departments to route queries effectively.
About You
Essential Experience, Skills, and Knowledge
Experience working with administrative systems in a fast-paced environment.
Strong understanding of email handling and inbox management.
Familiarity with Microsoft Outlook and Microsoft Dynamics is highly desirable.
Aptitude for learning and navigating Customer Relationship Management (CRM) systems.
A background or understanding of the financial services industry is advantageous.
Key Behaviours and Competencies
Excellent attention to detail, with a focus on accuracy and consistency.
Strong problem-solving skills and the ability to think critically when routing queries.
Clear and professional communication skills, both written and verbal.
Ability to work collaboratively within a team and manage time effectively.
Willingness to learn and adapt to new systems and processes.
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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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Customer Service Query Allocator employer: Quilter
Contact Detail:
Quilter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Query Allocator
✨Tip Number 1
Familiarise yourself with the financial services industry, especially the specific products and services offered by Quilter. Understanding their offerings will help you communicate effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your email management skills, particularly using Microsoft Outlook. Since the role involves handling a high volume of emails, showcasing your proficiency in managing inboxes efficiently can set you apart from other candidates.
✨Tip Number 3
Highlight any experience you have with Customer Relationship Management (CRM) systems. If you’ve worked with similar tools before, be ready to discuss how you navigated them and how quickly you adapted to new systems.
✨Tip Number 4
Prepare to demonstrate your problem-solving skills during the interview. Think of examples where you successfully routed queries or resolved issues in a fast-paced environment, as this will show your ability to thrive in the role.
We think you need these skills to ace Customer Service Query Allocator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Query Allocator. Familiarise yourself with the key tasks such as managing email communications and routing queries to the appropriate departments.
Tailor Your CV: Highlight relevant experience in your CV, especially any roles that involved administrative systems or customer service. Emphasise your skills in email handling and any familiarity with Microsoft Outlook or CRM systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your attention to detail and problem-solving skills. Mention specific examples from your past experiences that demonstrate your ability to manage a busy inbox and collaborate effectively with team members.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, as clear and professional communication is crucial for this role.
How to prepare for a job interview at Quilter
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Service Query Allocator. Be prepared to discuss how your skills and experiences align with the role, especially in managing email communications and routing queries.
✨Familiarise Yourself with Tools
Since familiarity with Microsoft Outlook and CRM systems is highly desirable, take some time to brush up on these tools. If you have experience with similar software, be ready to share specific examples of how you've used them effectively in past roles.
✨Showcase Your Attention to Detail
This role requires excellent attention to detail. Prepare to provide examples from your previous work where your focus on accuracy made a difference, particularly in fast-paced environments. Highlight any experiences where you successfully managed high volumes of emails or queries.
✨Demonstrate Team Collaboration Skills
As the role involves working closely with team members, think of instances where you collaborated effectively in a team setting. Be ready to discuss how you communicate clearly and support your colleagues, as well as how you handle challenges within a team.