Digital Service Technician

Quilter; Southampton; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading wealth management company in Southampton is seeking a Digital Service Technician to provide technical support and assist customers with online access issues. This hybrid role involves handling calls, responding to emails, and working with internal teams to improve services. Ideal candidates will have strong call handling and customer service skills, along with proficiency in MS Office. You will be part of a dynamic team focused on enhancing customer experience and service delivery.

Benefits

182 hours of holiday (26 days)

Quilter Incentive Scheme

Non-contributory pension scheme

Private medical insurance

Life assurance (4x salary)

Income protection (75% salary)

Flexible benefits options

Qualifications

• Great experience in call handling and customer service.
• Proficiency in MS Office applications.
• Ability to navigate new digital systems.

Responsibilities

• Provide technical and process support to customers and advisers.
• Handle incoming calls from customers experiencing login issues.
• Assist in incident management and facilitate system releases.
• Identify trends in customer interactions and advocate for improvements.

Skills

Call handling

Customer service

MS Office proficiency

Adaptability to digital systems

Job description

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £126.3 billion in customer investments (as of August 2025). It offers 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 – a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has a presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in extraordinary expertise, which is trusted by hundreds of thousands of customers. We have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

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: 2

Location: Southampton, hybrid

Contract type: Permanent

Join us in the role of Digital Service Technician where you’ll provide technical and process support to our valued customers and advisers, as well as to our 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 will 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 advisers, guiding them through the intricacies of our digital portals via phone and email correspondence. Internally, you’ll offer expert insights into our online services to support our various teams.

A critical aspect of your role will be identifying trends in customer and adviser 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 advisers. Upholding adherence to governance policies, you’ll meticulously document agreements, ensuring compliance across all aspects of our operations.

About You

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 makes you a valuable asset to our team.

You are responsive to change, exhibit strong organisational skills, and effectively manage 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, computer skills, great customer service, and align with our company values, we welcome you to apply.

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 an 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.