It’s National Customer Service Week, so we wanted to take this as an opportunity to shout-out our amazing customer-facing teams here at Wealthify and highlight all the hard work they do for us day in and day out.
Whether it’s helping to get a pension transfer completed quickly for a customer, or answering a question about the strategy behind our Investment Plans, they do everything they can to ensure that they’re giving people the best possible experience when they invest with us.
And judging by the awesome feedback we get about the team from our TrustPilot reviews and the conversations we have with our customers, they’re doing a pretty good job at it.
Although you might recognise some of these names and faces if you’ve gotten in touch with us via a phone call or live chat, you probably don’t know all that much about them besides from the fact that they work for Wealthify.
So, why find out more about them by checking out their answers to our quickfire questions below?
Emma Everard – Customer Care Manager (now Client Services and Insight Manager)
What’s your favourite thing about working at Wealthify?
The people and the culture – I have never experienced anything quite like it in previous jobs I’ve had. And, of course, there’s my amazing team too.
I’m extremely proud of their work. They always ensure that they deliver excellent customer service, and they work hard to maintain these high standards, even during times when the markets haven’t performed as we would have liked them to.
I also love that Wealthify thrives on customer feedback. We really listen to it and are constantly driving change. This filters through the whole of the company and we all have the same aim, which is refreshingly nice to see.
Have you got a best experience you’ve had with a customer?
I said this last year, but I’m honestly still hung up on the feedback from a customer we received that said I should be promoted to Queen of the World! Haha!
What does good customer service mean to you?
Quite simply going the extra mile, being personable, and ensuring that the customer feels heard.
If you were an animal, which one would you be?
A penguin – so I can get my slide(r) on (If you’ve seen our recent ads on social media, you’ll get it!).
Pineapple on pizza: yes or no?
Only on a Hawaiian. Don’t try placing pineapple on a spicy meat feast…
Dean James – Customer Care Specialist (now Admin Team Lead)
What’s your favourite thing about working at Wealthify?
Being part of a team and a company that truly cares not just about their customers, but also their staff. I feel like this is extremely rare to find these days.
What does good customer service mean to you?
To me, this is achieved by being honest and transparent, giving the customer the correct information and not misleading them. Essentially, it’s treating someone like you would want to be treated!
Pineapple on pizza: yes or no?
Yes! Nothing wrong with a bit of pineapple on a pizza.
What’s your dream holiday destination?
Canada or somewhere cold as I really miss snow. Plus, there’s no spiders, which is always a bonus.
Nick Wain – Senior Complaint Handler (now Quality Checker)
What’s your favourite thing about working at Wealthify?
We work as one big team to be innovative as we always aim to improve our offering to customers.
Yes, we take a moment to say “good job” to each other now and again, but the bar we’ve set moves higher all the time as technology, people, and the world around us changes.
I love how Wealthify makes sure that we change with these things too. Whenever an issue is raised or an improvement needs to be made (whether that’s to our app or simply how we run things), no one is ever made to feel like they’ve done the wrong thing by flagging it. Everyone just thinks, “well, how can we be better next time?”, and that is a cultural thing that runs right through Wealthify.
What does good customer service mean to you?
Having the mindset that we work for the customer, not Wealthify. With that in mind, we should do everything we can to support and inform our customers and give them a hassle-free and enjoyable experience.
Pineapple on pizza: yes or no?
Just no.
Would you rather have fingers for toes or toes for fingers?
Obviously fingers for toes. Whoever says otherwise must have answered yes to previous question as well.
Tilda Hewitt - Operations Specialist (now Junior Business Analyst)
What’s your favourite thing about working at Wealthify?
The culture. It’s a great place to work with awesome people who all have the same goal of helping all types of people invest their money in a way that suits them.
What does good customer service mean to you?
Where you can tell that someone really is listening to you, and not just following a procedure. Acting like a human rather than a robot is the key to good customer service, in my opinion.
Pineapple on pizza: yes or no?
Absolutely not.
What’s your dream holiday destination?
I’d love to go on a safari in Africa.
Liam Cousins-Thomas – Customer Care Specialist (now Customer Care Team Lead)
Have you got a best experience you’ve had with a customer?
I recently spoke to a 93-year-old couple looking to save for the future which I found really inspiring.
What’s been your proudest moment working at Wealthify?
Passing my probation and moving up a level within the Customer Care team as this has allowed me to take on additional responsibilities and gain new skills and experience.
If you were an animal, which one would you be?
A seagull – they’re the masters of air, sea and land. Plus, their diet isn’t bad either.
What’s your dream holiday destination?
An around the world cruise. I’m not too bothered where it stops – I’d just want it to dock in a number of different locations for me to explore.
Jack Powell – Customer Care Specialist (now Complaints Specalist)
What’s your favourite thing about working at Wealthify?
Everyone is so supportive, which makes it easy to have a healthy work-life balance. This is something that is so important!
What’s the best customer service you’ve personally received?
I managed to break my Dyson hoover in the first week of having it, so, they sent me another for free (Yay – two vacuums!).
If you were an animal, which one would you be?
Hmm… I think it would have to be a red panda.
Pineapple on pizza: yes or no?
Definitely a yes.
Laura Kinson – ISA Administrator
What’s your favourite thing about working at Wealthify?
Everyone here has been so welcoming and friendly from day one. The entire team is so helpful, and nothing is ever too much for them.
What does good customer service mean to you?
Someone who is willing to listen to you and go above and beyond to help you. They should also have a friendly attitude as they represent the business as first contact to customers.
If you were an animal, which one would you be?
A cat for sure. Anyone at Wealthify who has seen the numerous pictures of mine that I’ve shared on our #pets-of-wealthify Slack channel will probably be able to guess that!
Pineapple on pizza: yes or no?
Absolutely not.
Mac Greedy – Customer Care Specialist
Have you got a best experience you’ve had with a customer?
I’ve had loads of great experiences with customers, but it’s always nice to know that I’ve been able to reassure them when they’ve gotten in touch with us because they’re unsure about something – whether that’s how ISAs work or what the terms and conditions are of a particular promotion we’re running.
At the end of the day, we want all of our customers to feel confident when they invest with us.
What does good customer service mean to you?
To me, this means that the person getting in touch leaves a phone call or live chat feeling confident about the response to their query, or if they know that if further investigation is needed, they trust that it will be dealt with promptly and professionally by us.
If you were an animal, which one would you be?
A penguin.
What’s your dream holiday destination?
Definitely Canada.
Wondering how ISAs work or confused about Pension Transfers? Maybe you already invest with us and have a question about your Wealthify Plan? Whatever it is you need, our Customer Care team are here to help through email, live chat or a good old fashioned phone call. 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.
