Customer Service Administrator

Summary

To provide customer service and administrative support to various teams throughout the business to ensure our customers' requests are processed correctly. This will maintain our award-winning status within UK Operations.

You will be able to develop knowledge in given processes and acquire higher level skills, whilst taking accountability for individual results and impacts on the team.

About the Role

Key Responsibilities and Scope of role:

Planning and Organising

• To manage own time and prioritise workloads to meet deadlines and business objectives.
• To make decisions within clearly defined boundaries which positively impact upon the achievement of operational objectives.
• To proactively solve standard problems, taking into consideration the impact on business objectives.

Team Working

• To work with others to achieve individual and wider team goals.
• To build rapport within own and other immediate teams.

Communicating and Influencing

• To communicate clearly and concisely in order to establish consensus and obtain agreement.
• To respond to customer needs and identify solutions to standard requests.
• To behave in a manner which supports a culture of high performance, empowerment, accountability and professionalism at all times.
• To be able to communicate clearly and effectively with external customers as well as internal teams by phone and email.

Continuous Improvement

• To use best practice and knowledge of internal/external business issues to make recommendations on process, service and operational improvements.
• To respond positively to change.
• To act as a role model to encourage a culture of service excellence and continuous improvement in processes and business results.
• To be responsible and accountable for own personal development, i.e. to prepare and actively operate personal training/development plans.

About You

Key Risks and FCA Requirements

• To ensure that all professional contact is conducted in accordance with TCF principles.
• To comply with the Old Mutual Wealth Customer Principles (TCF).
• To be aware of the importance of managing and mitigating risk and to escalate any identified risks in line with company policy.
• To ensure compliance with the Wealth Management Policy Suite including completion of mandatory e-learning modules and computer based training.

Key Behavioural Skills:

• Has a basic understanding of the market and industry.
• Strong numeracy and literacy skills.
• Good attention to detail.
• Good communication and interpersonal skills.
• Ability to work well individually and as part of a team.
• Ability to work to tight deadlines.

Qualifications required:

5 GCSE's to include Maths and English and/or NVQ Level 1 - or Equivalent.

Knowledge, Skills & Experience:

• PC literate, in particular MS Office Products.
• Previous office or customer service experience is desirable.

Benefits

No matter what job you do you should feel valued and appreciated. That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create.

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

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 that you can choose from and pay for conveniently via a salary deduction.

About Us

Quilter is a leading provider of advice, investments and wealth management in the UK and internationally. Managing over £100 billion of investments on behalf of over 900,000 customers, we operate in one of the largest wealth markets in the world - and one that is growing.

Our promise

At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.