Customer Service Apprenticeship Full time Close date 28th March Fixed Term Contract Duration - 24 Months About the Customer Service Apprentice Role Level: 1 Location: Quilter House, Southampton Contract: Two year fixed term contract Department: Customer Experience Salary: £24,000pa At Quilter, we put our customers at the heart of everything we do. Our two-year Early Careers programme in Customer Experience is designed to provide insight into our full customer journey from initial engagement to long-term relationship management, optimising operational efficiency, and driving innovation through cutting-edge analytics and technology. The two-year rotational programme offers extensive hands-on experience across our customer interaction division. You will gain comprehensive insights into the entire customer lifecycle, including our customer service centre, complaints, customer experience and adviser and client services; Customer Service Centre: The customer service centre aims to ensure we provide a seamless and efficient customer experience by addressing their needs. Working to support customers and advisers in a variety of queries, the customer service centre provides an opportunity to be in the front line of support, utilising advanced technology such as Microsoft Voice to streamline service delivery. You will receive thorough onboarding ensuring you are equipped to provide advice and support accordingly. Complaints: In alignment with your understanding of the business and evolving customer needs, you will be trained to demonstrate empathy in both emotional and challenging situations, as well as to maintain resilience during difficult conversations. Analytics and technology play a key role in identifying trends and developing solutions proactively. Customer Experience: The CX team are responsible for understanding the voice of the customer, through regular feedback forums, and using data analytics to drive impactful service improvements to our customers. Adviser & Client Services: Facilitating efficient operations across specialist areas in our back-office team, to ensure a seamless experience. Continuous improvement within this area is key to driving innovation that enhances our interactions. The customer service apprentice role is based in our Southampton office, and there will be some opportunity to work from home. Upon successful completion of the programme, you may be offered a position within one of the customer interaction teams. About You Our Two-year Early Careers programme is open to candidates with or without a degree. All we ask is that you complete any studies before September 2025, when this programme starts. As part of the programme, we will support you in obtaining a qualification in this area of our business. In addition, we also ask that: You are passionate about delivering exceptional service to our customers and are curious to ensure the best possible outcomes are delivered. You possess a strong interest in data collection, interpretation, and presentation. You are enthusiastic about analytics and committed to enhancing this skillset. You are keen to learn more about AI, prompt engineering, predictive analytics and how this can be used in Customer Experience. A keen attention to detail, and a curious mind. You will be able to demonstrate that youre continuously able to develop and adapt in a fast-paced and constantly changing environment and are receptive to all feedback. You are a team player, with the ability to work effectively with colleagues across different departments. You have clear and concise communication skills to liaise effectively with various stakeholders. You are proactive, with a can-do attitude and eager to take on new challenges. You have a strong work ethic and want to grow your career. You are proficient in Microsoft Office and Power BI (Excel, Word, PowerPoint, Outlook etc.) We are unable to provide sponsorship for this programme and can only consider candidates who have right to work in the UK. 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 were 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. Healthcare Cash Plan: Jersey employees only. 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 to UK employees that you can choose from and pay for conveniently via a salary deduction. About the Business Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £119.4 billion in customer investments (as at end December 2024). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth. Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning. 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 and communities we serve. Our business is transforming, continually modernising, and becoming 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, its the perfect time to join us A message from Sarah Houlston, Chief Operating Officer At Quilter, we are committed to creating an environment that supports colleagues to excel in their careers and be at their best. I am a strong supporter of talent development and career progression and will always encourage my team to continue to learn, grow their knowledge and take ownership of their personal development. From the very beginning of my career, my mantra to myself has been If its to be, its up to me and I continue every year to think of what development I need to focus on to reach my goals and be successful. I am excited to welcome new talent through our new early careers programme. I look forward to seeing them grow their skills and knowledge, gain valuable experience, and contribute to building a diverse and dynamic workforce ready to embrace the opportunities of tomorrow.