Customer Service Advisor

Quilter

1d•$27,000•Hybrid

About The Position

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. 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. 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

Requirements

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.

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.

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