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Meet the Customer Care Team

As part of National Customer Service Week, we wanted to give you a little more insight into our Customer Care team.
National Customer Service Week
Reading time: 4 mins

This week we're taking a bit of time out of our busy lives to pay some attention to the people that really matter, and for us, it's our Customer Care team. Every day they do an amazing job looking after our customers, making sure that they're available to answer queries and doing everything they can to help fix any problems along the way.

We often hear from our customers about how happy they've been with the support they've had from individuals in the team, so in honour of National Customer Service Week, we've decided to shine a spotlight on some of the friendly faces behind the phones! So here they are, letting you know a little bit more about themselves:

Sara – Customer Care Specialist

What's the thing you're most proud of this year?

This year I am proud to have joined such a great company! Wealthify's given me such a positive outlook on life. I wasn't in work for a while due to Covid and started to feel a little hopeless, then I got a phone call for this job, and things really started to pick up.

What do you love about your job?

I love the team I work with! People are so happy and willing to help, which makes Wealthify an amazing company to be part of. Everyone is so understanding and passionate about their job, and I honestly never thought I could enjoy working as much as I do.

What's your go-to productivity trick?

If I feel unproductive, I tend to force myself to get it done. I start with the little tasks and work my way through to the more difficult ones. By starting on a little task, I gradually get more productive throughout the day.


Jade – Customer Care Specialist

What's your go-to productivity trick?

My go-to productivity trick while working from home is to wake up a bit earlier to go for a walk and get a coffee. Both the fresh air and caffeine helps start the day right!

How has Covid impacted your work?

I joined Wealthify during the first lockdown in May, so working from home is pretty much what I'm used to now. It has meant I needed to make a conscious effort to reach out to my colleagues as part of my training and development.

What do you love about your job?

Something I really love is when customers ask us if we've been working from home, then seem surprised to learn that we have – it just shows how well the transition has gone for the company!


Dennis - Investment Operations Specialist

What's your go-to productivity trick?  

If I really need to get some work done, I'll put on my headphones and listen to my road trip classics playlist on Spotify.  I find that really helps me zone into the task at hand.

What's the thing you're most proud of this year?

That despite the general disruption the pandemic had in our lives, we still managed to offer the same great service to our customers that we are known for.

What's something that's happened at work to make you smile?

It's a great feeling when you receive an email from one of our customers who just want to check in to see if we are all well and wishing us safe. It's happened a few times this year and always makes me smile.


Tilda – Customer Care Specialist

What's the thing you're most proud of this year?

I only started working for Wealthify in February, and since then, I've learnt so much and gained loads of knowledge, which has been reflected in the confidence I have to help customers.

What's the best review you received so far in 2020? 

A customer who was leaving Wealthify was amazed that he received such good service considering the reason they'd contacted us. It really shows how much effort we put into providing a great experience, no matter what.

How has Covid impacted your job?

I found it fairly easy to adapt to working from home, and the level of customer service we provide has managed to say high throughout. I think most customers won't have realised that we were working from home, apart from any occasional 'household' noise when on calls. I've personally found it's helped me get into a better routine and there's no temptation from the office snacks anymore!


Nick – Customer Care Specialist

What's your go-to productivity trick?

Albums. When I need to head down and focus, there is not much better than Wolfmother or Queens of the Stone Age to put my mind into intense focus.

What's the thing you're most proud of this year?

My wife getting through childbirth during the middle of lockdown – so by proxy, also a big shout out to my baby child Zachary and the NHS. They have as a team made me incredibly proud, and I'm full of admiration for what they've had to contend with this year.

What's surprised you about working at Wealthify?

I think the rate of growth of the company has surprised me more than anything. When I joined in 2016, there were half a dozen people in a corner office, and now we're remodelling to cope with our 40+ staff. A lot has been achieved in four years, and the speed of innovation and 'casual brilliance' of everyone who works here continues to surprise me!


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