As part of National Customer Service Week, we wanted to showcase some of the most important people at Wealthify – our excellent Customer Care team. For most of our customers, they are the reassuring voice of our brand, so they play a very important role. They have the answers to your questions and know exactly what to do and where to go to resolve any problems you might face. Nothing is too much hassle for them.
What’s more, you’re constantly singing their praises with five-star reviews on TrustPilot (something that doesn’t go unnoticed!), so we wanted to give you a little insight into our team, letting you know more about the person at the other end of the phone or computer screen when you get in touch with us.
Matt
What’s your favourite thing about working at Wealthify?
I love the working environment and it’s nice to be part of a booming FinTech!
Have you got a best experience you’ve had with a customer?
It’s always a great feeling going above and beyond to satisfy customers’ needs and being rewarded with a big old “THANK YOU!”
What does good customer service mean to you?
Being understanding and empathetic and making the customer’s journey with the company as great as it can possibly be. You are the face of the company in customer service, so we really go above and beyond to make Wealthify stand out.
What’s been your proudest moment working at Wealthify?
Most recently, making it through the dreaded probation period with all thumbs up! 👍
Emma
What’s your favourite thing about working at Wealthify?
I’m incredibly proud to work for such a fantastic company, we have a really great culture and a sense of togetherness which is something I find quite heart-warming. I also have the pleasure of managing an amazing team of people who really care about delivering excellent customer service.
What's the best experience you've had helping a customer?
I have so many that I can’t think of just one. However, I was left some feedback a little while ago saying ‘Emma should be promoted to Queen of the world’ and I have to say, I couldn’t agree more. Haha!
What does good customer service mean to you?
Being personable. A lot of our feedback is because of the great service we provide. Our customers really feel valued and not just like another number, which is why we tend to stay away from scripts and standard answers. Being engaging and relating to the customer is something that I advocate for.
What’s been your proudest moment working at Wealthify?
Being asked to manage the Customer Care team and watching the team grow and work so well together is giving me “the feels”. I’m also incredibly proud of the fantastic comments we have on our chats and in our TrustPilot review. If you haven’t managed to take a look at those, now is as good as time as any 😉
Mac
What’s your favourite thing about working at Wealthify?
There’s such warm and welcoming environment here and everyone naturally feels like a part of the team. It’s great to see different departments take the time to reach out to you if you’re new starter just to introduce themselves and say ‘hi’.
What's the best experience you've had helping a customer?
A customer called with a concern regarding a promotion we were running. They had opened an account using the link provided for the offer, but the initial deposit to qualify for this wasn’t received until a couple of weeks later.
So, when they got in touch with our team, they were confused as to where their payment was as they thought they had met the qualifying terms for the offer. I explained the terms of the promotion and how it worked, and the customer was relieved and felt reassured.
What does good customer service mean to you?
For me, good customer service means the customer feels confident with the response from their query when they’re leaving the call or chat with us or are reading the email response we’ve sent to them. They will also know that if further investigation is needed, they trust it will be dealt with.
What’s been your proudest moment working at Wealthify?
Any time that the customer has left the conversation with their thanks and is satisfied with the end result of that query is a proud moment because you are displaying the true values of customer service and the values of Wealthify.
Have you got a funniest customer experience?
It was during another phone call where a customer was facing some IT difficulties while setting up a payment expectation. Whilst in the middle of creating the expectation, they had a power cut which effected their computer and internet for obvious reasons. The customer made a joke of forgetting to pay their meter for the power which did make me chuckle.
Sam
What’s your favourite thing about working at Wealthify?
My favourite thing about working at Wealthify is the people I work with. We always work as a team and do our best for our customers and each other.
What's the best experience you've had helping a customer?
My best experience with a customer is finishing a call or an online chat and being left with lovely feedback. Also, just knowing they are happy with their plan and the customer service they received.
What does good customer service mean to you?
Good customer service to me means building a rapport with a customer and making the call/chat as personal to them as possible while resolving any queries efficiently.
What’s been your proudest moment working at Wealthify?
My proudest moment since working at Wealthify was passing my probation and seeing all the lovely feedback from my team and the TrustPilot reviews we get from customers.
Have you got a funny customer experience?
The funniest customer experience was when a customer stated that I sound like the actress in Gavin and Stacey and started copying my accent.
Liam
What’s your favourite thing about working at Wealthify?
The people are amazing, and the company ethic is great. I also love that we focus on simplicity and making investing accessible for everyone.
What's the best experience you've had helping a customer?
When they leave nice TrustPilot reviews that mention me and how much I’ve helped them, this is always lovely to see!
What does good customer service mean to you?
Being there for someone when they need you.
What’s been your proudest moment working at Wealthify?
As I’m still fairly new to the team, solving chats and calls unassisted for the first time was a great moment.
Please remember the value of your investments can go down as well as up, and you could get back less than invested.
