What the Hiring Manager Says
We’re looking for client-focused individuals with a passion for customer service to help us provide our customers with the excellent service they need when they call or email us about our Quilter platforms. Our digital team supports multiple parts of our business incl. Quilter Investment Platform and Quilter Financial planning and work collaboratively to share best practice, knowledge and provide the best possible service to our internal and external customers through all methods of contact. The role will be right for you if you are interested in developing your knowledge within the financial services industry and on digital tools, increasing your analytical skills, and enjoy working in a collaborative and highly effective environment.
About the Role
Level: 2
Department: Operational Change and Improvement - Plat
Location: Southampton
Contract type: Permanent
The Digital Service Technician provides 1st and 2nd line technical and process support direct to our customers and advisers as well as internally to our Operational teams. You will have a varied day dealing with phone calls, emails and processing customer requests. This role will also support the team’s Analysts in their day-to-day tasks including incident management and system releases with all of our digital services.
The phone lines are open 8.30-5.30 – please note this role will therefore require your hours to be 8.30-4.30 or 9.30-5.30 or a shift pattern of both depending on the successful candidates.
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Support customers and advisers with the use of our digital portals through Phone and email correspondence.
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Support internal teams by providing expert knowledge for our online services.
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Develop and maintain a broad knowledge of our services to dealing with a variety of complex queries.
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Spotting trends in customer/adviser contact to supporting Digital Analysts/Specialists with management of Incidents when there are performance or content issues with our online services.
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Contribution on new projects representing as SME when required. Acts as a reference point for product, functionality, business rules and queries for our online services.
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Supporting resolution to all reported issues around our online propositions.
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Identifies trends and drive changes to better improve the user experience and support our people and customers.
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Identify opportunities to continually improve our Business including improved online functionality for customers as well as reducing the teams handling and processing time.
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Demonstrates awareness and effective communication to identify opportunity for change.
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Supporting the wider operations area with various tasks particularly during busy periods to best service our customer and adviser demands.
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Ensuring adherence to Governance policies is maintained through correct documentation and agreements being captured
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 have excellent communication and customer service experience with evidence of adapting communication skills to various audiences.
You will have strong knowledge of MS Office applications and comfortable picking up new and changing digital systems quickly.
You will be responsive to change and the ability to manage your workload in line with team and business priorities whilst also have the working knowledge of financial products and industry practice.
You will have good analytical & numeracy skills.
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.
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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.