Keeping the customer at the heart of what we do

For National Customer Service Week, I wanted to take some time to talk about how instrumental Sarah, our Head of Customer Care, and her awesome team are to the company.
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Since joining Wealthify in June this year, I’ve been incredibly impressed with how much we focus on our customers, and not just within our Customer Care Team, but across the whole business. It was clear to me from day one that when we say that the customer is at the heart of what we do, it’s not just words.

For National Customer Service Week, I wanted to take some time to talk about how instrumental Sarah, our Head of Customer Care, and her awesome team are to the company.

First-class customer care is essential to providing an exceptional digital investment experience.  Whilst our Investment and Development teams rightly receive praise for our investment strategy, smart technology and ease of our customers’ journey, we know there are times when our customers want to speak to someone. So, while we might be a ‘robo’-investor, it’s the humans in our Customer Care Team who ensure that your experience with us is as smooth and enjoyable as possible.

Our Customer Care also plays a pivotal role in our growth. They’re a direct feedback channel for our customers and work closely with colleagues across the business to deliver improvements, bug fixes and product developments.  In fact, it was conversations between our customers and our Customer Care Team that inspired the launch of new products, like our Junior ISA, Ethical Investments, and Personal Pension.

Exceptional customer service is essential in Wealthify’s mission to make investing accessible to anyone, regardless of their experience, knowledge, or budget. It’s so important to me, personally, that our customer service performance is the first topic on the agendas of my senior leadership team and board meetings.

I feel very lucky to have inherited a team so focused on our customers and committed to creating a great experience.  It’s helped us get to where we are today and will continue to help us as we move forwards.

So, for me, National Customer Service Week is a brilliant opportunity to publicly say thank you to our fantastic Customer Care Team for everything they do to support our customers and the business.  I’d also like to say thank you to you, our customers, for sharing your open and honest feedback and ideas with us and helping us to continually improve the service we offer.

I strongly believe that together, with our Customer Care team, your valued feedback, and our commitment to provide an outstanding investment service, Wealthify will continue to go from strength to strength.

Please remember the value of your investments can go down as well as up, and you could get back less than invested.

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