About the Business
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 andmunities we serve.
Our business is transforming, continually modernising and bing 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!
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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 sometimesplex phone calls we receive.
If successful, you will join one of our teams and undergoprehensive 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, toplete their product training and induction, but once the 9 week training programme haspleted, 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 toe 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 apetency-based interview asking candidates to draw from their previous relatable experiences.
-Team Manager
About the Role
Level: 2
Department: Customer Service Centre
Location: Southampton, fully office based
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 explainplex information in a way our customers will understand.
At times, our advisors may deal withplaints, 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 sometimesplex and challenging conversations professionally and with empathy, ensuring customers are always supported.
#LI-FD1 #Quilter
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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 proudlymitted to going above and beyond in service of our clients and the support we provide ourmunities.
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 oues. With ambition as our driving force and a steadfastmitment to growth, we succeed for the good of every generation.
Stronger together:bining our diverse talents, we aplish 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-contributorypany 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.
Ie 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.
Job ID R3706
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