Digital Service Technician

Quilter; Southampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Digital Service Technician, where you'll provide essential support to customers and advisors. In this dynamic role, you'll handle inquiries, process requests, and assist in incident management, ensuring a seamless experience for users of our digital services. Your insights will drive improvements, making a real impact on customer satisfaction. If you're passionate about technology and customer service, this is your chance to thrive in a supportive environment that values your contributions and encourages growth.

Benefits

182 hours holiday (26 days)

Quilter Incentive Scheme

Non-contributory pension scheme

Healthcare Cash Plan

Flexible benefits allowance

Qualifications

• Experience in call handling and customer service is essential.
• Proficiency in navigating digital systems and MS Office applications.

Responsibilities

• Provide technical support to customers and advisors via phone and email.
• Identify trends in customer interactions to assist in incident management.

Skills

Call Handling

Customer Service

MS Office Proficiency

Technical Support

Education

Experience in Financial Services

Customer Service Training

Tools

Digital Portals

Incident Management Systems

Job description

Fixed Term Contract Duration - 6 Months

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, it’s the perfect time to join us! About the Role

Level: 2

Department: Quilter Adviser & Client Services

Location: Southampton, United Kingdom

Contract Type: Fixed Term Contract

Contract Length: 6 months

Regulated/Non-Regulated: Non-Regulated

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.

Consumer Duty

As a Digital Service Technician, your primary responsibility will be to ensure seamless and positive customer experiences by providing timely and effective support for our Online Customer Portal/App. You will play a critical role in resolving login issues, guiding customers and advisers through the registration process, and ensuring that users can access our digital services without friction. Your work will directly impact customer satisfaction and trust, as you will often be the first point of contact for users encountering technical difficulties. By combining technical expertise with a customer-first mindset, you will help drive successful outcomes and foster long-term engagement with our platform.

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 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.

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 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.