Customer Experience & Insight Administrator

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 Elevates 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, that 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

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've love to hear from you.

#LI-FD1

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 mean