Level: 2
Location: Southampton, hybrid
Contract type: Permanent
Join us in the role of Digital Service Technician where you'll embark on a journey of providing technical and process support to both our valued customers and advisors, as well as our dedicated internal operational teams. The primary responsibility of this role is to handle incoming calls from customers and financial advisers who require assistance with login issues or accessing their online accounts. Your day-to-day will also include responding to emails, and efficiently processing customer requests. Additionally, you'll play an important role in supporting our team's Analysts by assisting in incident management and facilitating system releases across all our digital services.
Your main responsibilities will involve providing exceptional support to customers and advisors, guiding them through the intricacies of our digital portals via phone and email correspondence. Internally, you'll be offering expert insights into our online services to support our various teams.
A critical aspect of your role will be identifying trends in customer and advisor interactions to assist Digital Analysts and Specialists in managing incidents, particularly in cases of performance or content issues with our online services.
Your dependability and dedication will drive excellence in supporting resolution of all reported issues surrounding our online propositions. By keenly identifying trends and advocating for changes, you'll champion improvements to enhance the user experience, benefiting both our team members and customers alike. Your keen eye for opportunities will drive continuous improvement within our business, aiming to optimise online functionality for customers while streamlining team processes.
With a focus on effective communication, you'll leverage your insights to identify opportunities for change, fostering a culture of adaptability and growth. During peak periods, you'll extend your support to the wider operations area, ensuring seamless service delivery to meet the demands of our customers and advisors. Upholding adherence to governance policies, you'll meticulously document agreements, ensuring compliance across all aspects of our operations.
As an ideal candidate, you have great experience in call handling and customer service, adept at tailoring your approach to suit diverse audiences. Your proficiency in MS Office applications coupled with your agility in navigating new digital systems make you a valuable asset to our team.
Responsive to change, you exhibit strong organisational skills, effectively managing your workload in alignment with team and business priorities.
Having a background in financial services is preferred but not necessary, if you have extensive experience on the telephone, have computer skills, great customer service and align with our company values, we welcome you to apply.
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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.
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.