Customer Experience & Insight Administrator
Customer Experience & Insight Administrator
Apply locations Southampton
Time type: Full time
Posted on: Posted 4 Days Ago
Time left to apply: End Date: December 20, 2024 (10 days left to apply)
Job requisition id: R4061
Fixed Term Contract Duration: 12 Months
About the Business
Quilter plc is a leading provider of financial advice, investments, and wealth management, committed to being the UK’s best wealth manager for clients and their advisers. Quilter oversees £111.6 billion in customer investments (as at 31 March 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, it’s the perfect time to join us!
About the Role
Level: Administration 2
Department: Customer Experience & Insight
Location: Southampton (ideally office based but open to hybrid)
Contract type: 12 month fixed-term-contract
Non-regulated
As a Customer Experience & Insight administrator, your role will be to support in the management of the client experience framework within QFP, using third party supplier Vouched For’s Elevate platform. Through use of Elevate's functionality, you will be assisting in the facilitation of surveys being sent to QFP clients following completion of journey touchpoints such as the annual review.
The successful applicant will support in the analysis & reporting on large amounts of data to identify patterns, trends and critically, insights. The quantity of data is likely to be very high, meaning that the successful candidate will be expected to support the analyst complete detailed analysis in line with the reporting deadline dates.
The successful applicant will need to have strong communication skills and be comfortable supporting financial advisers in using the Elevate system (primarily over the phone), from a start-up and ongoing maintenance perspective.
The critical component is that as well as understanding the client experience, you can use this knowledge alongside your business knowledge in order to ensure the correct outcome for both client and business.
You must have a strong understanding of Consumer Duty and customer vulnerability, in order to ensure that the principles of the duty are incorporated into your work.
Alongside these key activities, you will support in other tasks the team completes, such as Podcasts, Trustpilot, Red Flags, Tell us Once, and the Customer Zone.
Key points:
* Support in the integration of the Elevate platform into QFP and that culturally this is embedded in a way that delivers maximum value to the client and business.
* Support in the completion of analysis of survey feedback and in the completion of reporting to various governance forums.
* Support Financial Advisers in using the new functionality, typically over the phone.
* Supporting of key team activities.
Responsibilities:
* Supporting the delivery of the QFP client feedback framework. This includes the management of the supplier relationship and future roadmap.
* Supporting the wider Voice of the Customer programme.
* Supporting reporting is produced for key governance forums.
* Key stakeholders include Head of Client Services, Head of Responsible Investment, Head of Risk & Control, Head of Customer Service Centre, Head of Transformation and Head of Change & Improvement.
About You
I am looking for someone who is passionate about customer experience and can bring a wealth of front line experience and strong administrative skills to the team.
Organisation, analysis, communication are crucial skills for this role.
Working with the lead analyst, your strong analytical & reporting skills will play a crucial role in supporting the Vouched For initiative, delivering detailed client base insight and maximising additional revenue opportunities.
Your strong communication skills and previous experience in process improvement will play a crucial part in opening minds and reshaping established perceptions. Your ability to confidently present ideas and communicate them clearly will be invaluable. Moreover, you'll possess a strong knack for analysing, understanding, and effectively reporting on data.
Additionally, you'll be tasked with creating comprehensive plans and roadmaps, prioritising tasks, and consistently meeting deadlines. Building strong working relationships and influencing key stakeholders will be essential to implementing innovative ideas and success in this space. (Having previous experience in these is highly desirable.)
I am looking for a creative thinker who is prepared to get stuck in regardless of the task at hand and help drive the business towards its objectives of being the number one financial advice business in the market. If you're someone who is looking to bring innovation to a client’s journey whilst still keeping an eye on the bigger picture, then we'd love to hear from you.
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 the 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.
Flexible Working
At Quilter, we believe our workplace needs to work for you, and we want to enable that by creating an environment where you can balance a successful career with your commitments and interests outside of work. Some roles lend themselves to flexible options more than others, so our talent acquisition team are on hand to discuss your needs. Please contact us.
About Us
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.
Quilter is committed to treating all our job applicants fairly and with respect. Our people come from all kinds of backgrounds, and have a wide range of expertise, so we welcome your application regardless of your beliefs, culture, gender identity, ethnicity, sexual orientation, and or disability. Please contact the talent acquisition team if you need any reasonable adjustments made to the recruitment process, require information in an alternative format or have any questions around accessibility, we will try our very best to accommodate.
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