Job Description - Digital Technician
Fixed Term Contract Duration - 12 Months
What the Hiring Manager says
We're looking for client-focused individuals with a passion for customer service to help us provide our customers with the excellent service they deserve when they call or email us about our Quilter platforms. I believe a real highlight of our team is that we strongly value teamwork, supporting each other and working together to get the best outcomes - we're not afraid to ask colleagues for help and learn from their expertise and in balance have a strong work ethic and network to support colleagues in return.
You will join our 2 current Support technicians and 6 Digital Analysts that will all use their expertise to train, support and develop your knowledge of our platforms and our customer service approach to best enable you to achieve great success in this role. Our team supports multiple parts of our business and work collaboratively with teams of specialists to share best practice and knowledge - a vital part of ensuring our digital tools is market leading is feeding issues and improvement opportunities into the change and technology teams that we work with regularly.
The role will be right for you if you are interested in developing your knowledge within the financial services industry and on digital tools, increasing your analytical skills, and enjoy working in a collaborative and highly effective environment.
-Team Manager
About the Role
About the role
Level: 2
Department: Digital Delivery Team
Location: Southampton
Contract type: Fixed Term Contract
Contract duration: 12 months
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. Your day-to-day will be dynamic, engaging in diverse tasks such as handling phone calls, 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.
About You
Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.
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.
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.
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.
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