Customer/Adviser Technician - Apprenticeship Programme

Job Description

SummaryAs an Adviser Services Technician Apprentice, you will work as a valued part of a team of 14 people to ensure our Financial Advisers are paid in a timely manner. Daily you will use our back-office system, Microsoft Excel, Microsoft Outlook, and Microsoft teams gaining on the job experience.Throughout the duration of the apprenticeship, you will receive full training through blended learning. This combines classroom training, side by side support from a buddy and online technical training (CBTs). We will support you to gain accreditation on thetasks that will be required of you.We are looking for individuals from all backgrounds to join our team, no formal qualifications are needed as we give full training and even the opportunity for mentoring if this is something youre interested in. All we ask is that you have a friendly, hands-onapproach.The ideal candidate will have good attention to detail, be hardworking with a willingness to learn. You should be able to use your own initiative, be a real team player, be honest and reliable.Your interview will consist of a 60-minute conversation with the hiring Manager and Assistant Team Manager where we ask you some competency-based questions and have a general conversation about your work experience to date and any relevant experience gainedwhilst in full time education. Within this time, we will also give you a tour of our office space and introduce you to some of your team members. You will be given an opportunity to ask any questions also.Each role plays a significant part in our wider contribution to Quilters success we will also provide you with full training on risk awareness and handling client data in a safe way - what a great way to start your journey into a career in Financial Services!Team ManagerAbout the RoleLevel: 2Department: Quilter Adviser & Client ServicesLocation: NewcastleContract type: ApprenticeshipContract Duration: 18 monthsOur apprentices will be providing a high quality and efficient administration service, utilising our IT systems to process adviser payments. Emphasising on delivering the right outcomes for our clients/advisers in accordance with service level agreementsand regulations.You will be working to a high degree of accuracy, meeting deadlines and will support team and department results.The key areas of focus for the apprentices are,

• Processing money and statements using our systems
• Handling post and cheques including scanning
• Chasing money and statements from providers via email
• Helping us identify areas for continuous improvement. How can our processes become more efficient
• Be open to and act on quality feedback
• Risk Event Escalation/Awareness
• Adherence to DPA guidelines
• Support on other responsibilities that form part of the running of our business, as needed irrespective of the team you are working within

Service Delivery

• Provide an excellent service to both internal & external customers via both email and telephone.
• Escalation calls are taken internally to support colleagues e.g. with Claims related queries.
• Inbound external calls are taken during core hours
• Strong communication & service skills to provide support in sensitive, or particularly vulnerable, circumstances.

Delivering Quality

• Deliver quality outcomes for our advisers, with strong attention to detail, and a right first-time approach.
• A broad knowledge of the UK Platform products, or willingness to learn relevant technical information.
• Ability to maintain high standards whilst moving between work at different stages

Teamwork

• Strong resilience, and the ability to work effectively as a team.
• Ability to raise errors when these are made and work together to ensure the right outcome for our Financial Advisers is achieved quickly with minimal disruption.
• Supporting colleagues with non-standard or technical queries as they arise.

Continuous Improvement & Personal Development

• Stay up to date with business and process changes.
• Openness to change and provide initiatives using own skills & experience to shape/raise Continuous Improvement ideas and assist in implementing them.
• Own your personal development plan - willingness to learn and engage to understand how our internal processes work.

Risk & Regulatory Compliance

• Understand the levels of accepted risk throughout processes and where risk should be negated.
• Knowledge of the CASS (Client Assets) regulations surrounding certain products, and how controls are implemented.
• Ability to escalate any Risk/Regulatory/CASS implications whilst conducting BAU work.

About YouApplications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you dont match our job description exactly, why not take a chance on yourself and apply You could be exactly what this role needs.We are looking for some keen individuals who are looking for an opportunity to work within Financial Services.It would be great is you had a good understanding of Microsoft Outlook and Excel. If you can also use Word and PowerPoint that is desirable but not essential.If you do have any administration experience that would be excellent, but we are open to anyone who is eager to work within the Financial Services industry.