This week, everyone at Team Wealthify is celebrating National Customer Service Week!
For us, National Customer Service Week is the perfect opportunity to show some well-deserved appreciation to our much-loved, award-winning customer support team.
We believe they’re one of our greatest assets as a company, and we pride ourselves on the fact that our customers are always praising the hard work they do.
But our customer support team isn’t just made up of the people you speak to when you reach out to us for help via phone or live chat – it’s also the other teams within Operations that work quietly in the background.
They’re here taking care of onboarding new customers, ensuring that payments and transfers go smoothly, ensuring your assets are kept safe from financial crime, and making all of the investing decisions for you.
As a finance company, we also think it’s important that you – our customers – know the people who are looking after your hard-earned money for you.
So, what better way to do that than with a fun Q&A?
Keep reading to learn a bit more about the faces behind these teams…
Liam, Customer Care Team Lead
What do you do at Wealthify?
Customer Care is the first layer of Wealthify’s Operations department, and we’re the people that customers speak to when they get in touch with a query. This means that we pull information from the various teams within Operations together to help customers with whatever they need.
I’m responsible for managing the Customer Care team, providing support to them and customers as and where needed. For my team, this often involves providing snacks and coffee to help keep them happy!
What’s your favourite thing about your job?
That’s an easy one – the people I work with.
What’s the biggest thing it’s taught you?
The importance of starting to build your savings sooner rather than later.
What's your meal deal of choice?
I change it up every time. But as long as it has something with caffeine in it, I’m happy!
Tilda, Junior Business Analyst
What do you do at Wealthify?
My role focuses on analysing our processes and systems as well as customers’ pain points to identify opportunities for operational efficiency. By streamlining and automating workflows, ultimately, I help to enhance the overall experience for our customers.
What’s your favourite thing about your job?
I love the enthusiasm that everyone shows in prioritising the customer when evaluating whether a process or system effectively meets their needs. This really demonstrates our commitment to customer satisfaction!
How would you describe yourself in 3 words?
Calm, chatty, and humorous.
What 3 things would you take to a desert island with you?
Sunscreen (factor 50), a karaoke machine, and something containing electrolytes.
Sean, Customer Care Specialist
What do you do at Wealthify?
I answer phone calls, live chats and emails from customers looking for help with their queries and I basically try to deliver the best customer service possible!
Recently, I have started looking at improvements needed to make it easy for our customers to contact us. This included setting up the ability for customers to talk to us via WhatsApp so they can get support in a way that suits them.
What’s your favourite thing about your job?
Being able to talk to customers. I enjoy solving problems and finding solutions whilst having that person-to-person interaction along the way.
How would you describe yourself in 3 words?
Friendly, focussed, and polite.
What's your meal deal of choice?
Sausage bacon and egg triple sandwich, a Cadbury boost bar, and a Coke.
Jack, Complaints Handler
What do you do at Wealthify?
I review and investigate customers experiences when things go wrong, to ensure customers are provided with a fair outcome and a clear analysis about what happened and why. I then collate those experiences and enact change across the business to avoid these to happen again.
What’s your favourite thing about your job?
That I have the power to enact change off the back of customer feedback, which allows me to contribute to improving the Wealthify experience.
Being able to inform a customer that we have made changes, off the back of their experience, is always very satisfying – and this goes a long way in building trust with customers as an open and honest company.
How would you describe yourself in 3 words?
A quiet, mindful observer.
What's your meal deal of choice?
A cheese triple sandwich, Walkers Squares (Salt and Vinegar flavour), and a Fanta Fruit Twist.
Dean, Admin Team Lead
What do you do at Wealthify?
I manage our Admin team in our Customer Services department, and am also a vulnerable customer champion – meaning I provide extra support to any customers who need it.
What’s your favourite thing about your job?
Supporting our customers and my colleagues with their queries, whatever they are, and ensuring that the customer service we’re delivering is being held to our award-winning standard.
What’s the best customer service you’ve ever received?
When my 3-year-old video doorbell suddenly stopped working correctly, I contacted the company I got it from through live chat, and they were really great! They sent a brand-new replacement out that day with no issues.
What 3 things would you take to a desert island with you?
Fuel, a motorboat and a global GPS.
Jane, Senior Complaints Handler
What do you do at Wealthify?
My role involves reviewing complaints to determine what went wrong so we can provide a fair and positive outcome to customers. I also help to ensure that changes are made to prevent any issues from re-occurring in the future.
What’s your favourite thing about your job?
No two days are ever the same. It's always different and interesting which keeps everything fresh. The people I work with are fab too!
What’s the best customer service you’ve ever received?
After the COVID-19 lockdown, I had to re-book a flight because I was unable to travel to the US on the original date due to the borders still being closed. The call hander I spoke to when I contacted the airline was so helpful and really quick to re-book and find me the best deal.
We also received a £150 discount for re-booking rather than cancelling, which was great.
What 3 things would you take to a desert island with you?
My sister, sunscreen and one of my favourite books to re-read.
Will, Financial Crime Specialist
What do you do at Wealthify?
My primary role is to ensure the safety of our customers’ money and assets, as well as our company as a whole. Day to day, I’m monitoring transactions and customer information to make sure there’s nothing suspicious going on.
What’s your favourite thing about your job?
There is a real investigative side to my role, so I really get a chance to get into finer details in order to make an assessment on the risk posed by individuals or transactions.
I also love that I’m genuinely helping protect people and their money. That’s a really great feeling.
How would you describe yourself in 3 words?
Listener, inquisitive, and realist.
What 3 things would you take to a desert island with you?
My dog (Bernie), Arsene Wenger’s biography, and a rubber dingy.
Mac, Customer Care Specialist
What do you do at Wealthify?
I provide support to customers who get in touch with us via our various communication channels, helping to answer their queries as quickly and thoroughly as possible, and ensuring that they have the best possible experience with us.
What’s the biggest thing your job has taught you?
That in finance, there are always going to be changes to keep on top of – whether that’s to do with the rules around ISAs (Individual Savings Accounts) from HMRC, or the Bank of England base rate.
This means that I need to be able to adapt to these changes as and when they happen, and always be thinking on my feet!
How would you describe yourself in 3 words?
Energetic, multitasker, unique.
What's your meal deal of choice?
A breakfast triple sandwich, Pickled Onion flavour Monster Munch, and an Oasis Summer Fruits.
Ever need to reach out to our Customer Care team for help? They’re always here for you, and can be contacted through live chat, secure messaging within your Wealthify account, or a good old fashioned phone call. And there’s now the option to start a live chat with a member of the team, then continue the conversation through WhatsApp!
Find out how to get in touch with them by visiting our Help Centre.
With investing your capital is at risk, so the value of your investments can go down as well as up, which means you could get back less than you initially invested.
Wealthify does not provide financial advice. Seek financial advice if you’re unsure about investing.
The tax treatment depends on your individual circumstances and may be subject to change in future.
