Customer Service Query Allocator
Offer summary
Qualifications:
Experience with administrative systems in a fast-paced environment., Strong email handling and inbox management skills., Familiarity with Microsoft Outlook and Microsoft Dynamics is desirable., Good understanding of CRM systems and the financial services industry is advantageous..Key responsibilities:
- Monitor and manage the shared email inbox, reviewing over 2,800 emails weekly.
- Route incoming emails to the appropriate departments or teams efficiently.
- Collaborate with team members to ensure timely responses and maintain records.
- Support the Team Manager with inbox organisation, prioritisation, and escalation of issues.
Job description
Fixed Term Contract Duration - 5 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: 2
Department: Customer Service
Location: Southampton/ hybrid (option to work from home once training completed)
Contract Type: Fixed Term Contract - 12 hours per week must be available Monday - Friday 7am-9am or 8am-10am and 2 hours on Saturday 5pm-7pm (2 hours per day across 6 days)
This role sits within Quilter’s Customer Services Email Team, part of the wider Customer Service Centre. The team is responsible for managing and responding to email communications from customers, financial advisers, and third parties such as platform providers. All incoming queries are received through a central inbox, where they are either resolved directly or routed to the appropriate department.
As a Customer Service Query Allocator, you will report to the Team Manager of the Customer Services Email Team and work alongside colleagues who focus on responding to emails. Your primary responsibility will be to ensure that all incoming queries are efficiently reviewed and directed to the correct teams for resolution.
Key Responsibilities
Monitor and manage the shared email inbox, which receives over 2,800 emails weekly.
Review incoming emails and determine the appropriate department or team for resolution.
Route emails accurately and efficiently to ensure timely responses.
Collaborate with team members who are responsible for responding to queries.
Maintain accurate records of email routing and escalate any issues as needed.
Support the Team Manager with inbox organisation and prioritisation.
Key Stakeholders
Internal Team Members – Collaborate closely with colleagues in the Customer Services Email Team.
Customer Service Centre Management – Ensure alignment with service standards and escalation protocols.
Back-office Administration Teams – Coordinate with various departments to route queries effectively.
About You
Essential Experience, Skills, and Knowledge
Experience working with administrative systems in a fast-paced environment.
Strong understanding of email handling and inbox management.
Familiarity with Microsoft Outlook and Microsoft Dynamics is highly desirable.
Aptitude for learning and navigating Customer Relationship Management (CRM) systems.
A background or understanding of the financial services industry is advantageous.
Key Behaviours and Competencies
Excellent attention to detail, with a focus on accuracy and consistency.
Strong problem-solving skills and the ability to think critically when routing queries.
Clear and professional communication skills, both written and verbal.
Ability to work collaboratively within a team and manage time effectively.
Willingness to learn and adapt to new systems and processes.
#LI-EW1
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.
Required profile
Experience
Other Skills
- Problem Solving
- Microsoft Outlook
- Teamwork
- Detail Oriented
- Communication
- Time Management
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