Customer Service Advisor

About The Role

Level: 2

Department: Customer Service Centre

Location: Southampton, hybrid after training

Contract type: Permanent, Monday to Friday

Salary: up to £29,000 per annum (40hrs/week) starting salary £26,500

Responsibilities

• Handle 30‑40 phone calls a day, providing clear explanations of Quilter pension and investment products.
• Manage queries, complaints and liaison with internal teams.
• Ensure adherence to time‑scale commitments for callbacks, updates or emails.
• Apply empathy and resilience in challenging conversations.

Requirements

• Excellent communication skills and confidence speaking with customers.
• Experience in handling complex and challenging conversations with empathy.
• Ability to develop and adapt in a fast‑paced, constantly changing environment.
• Resilience and continuous learning mindset.
• Previous experience in customer service or call centre preferred.

Values

• Do the right thing – act with integrity and go above and beyond for clients.
• Always curious – continuously seek new ideas and knowledge.
• Embrace challenge – aim high and commit to growth.
• Stronger together – collaborate, listen and empower each other.

Core Benefits

• Holiday: 182 hours (26 days)
• Incentive scheme: All employees eligible.
• Pension: Non‑contributory company scheme, can be boosted by personal contributions.
• Private Medical Insurance: Single cover standard, options to increase.
• Life Assurance: 4× salary.
• Income Protection: 75% of salary after 26 weeks absence.
• Healthcare Cash Plan: Jersey employees only.
• Flexible benefits: various options for UK employees via salary deduction.

We value diversity and promote inclusivity. Equal opportunities are ensured for all applicants based on skills, qualifications, experience and potential.

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