We're not just about technology, we're committed to continuously evolving and improving our service model. We've made some big changes, particularly over the past year, and our customers have seen the impact too. Meet some of the people who've made the difference;
Our Customer Services Team
Gemma Gaut - Service Desk Manager
What I love about my role is my ability to directly affect the customer experience in a positive way. My focus has been on building an environment where the Service Desk are supportive of each other and put the customer at the heart of everything they do. We continuously challenge each other to do things better for our customers which means a constantly evolving environment.
I joined the team in September 2013 as the Complaints Manager and found this role extremely fulfilling as it allowed me to speak to customers, understand their issues and put things right for them. I decided to take what I had learnt from my time in complaints and move into the Service Desk. I wanted to ensure customers get the best experience first time, without them ever needing to complain.
The most important thing to both me and my team is that we understand your needs and work in partnership to ensure that we meet or exceed them.
Simon Tedridge - New Business & Transfers Manager
As the team responsible for setting up new customers on Ascentric, it’s really important that we deliver a quality service from day 1. You never get a second chance to make a first impression.
I joined Ascentric in October 2015. The first thing that hit me was the atmosphere and the way the whole company works together; people genuinely look to help each other out to get the right results for our customers.
Over the past 6 months I have been a core part of a team working on our Service Excellence program. We are making significant improvements to our service by understanding what matters to our customers and re-engineering the experience to put the needs of you and your clients first. This has been very challenging but hugely rewarding. I’m excited by the feeling that this is just the start of the process and there is much more that we can do.
Mike Crossley - SIPP Operations Manager
I’m passionate about finding ways of making complicated things simple and making it as easy as possible for our customers to use our SIPP. I've enjoyed the challenges that the 'pensions freedoms' changes have brought over the last few years; whether it's been preparing our literature, systems and most importantly our people for the changes. At the same time, it has been great seeing the significant increase in numbers of advisers and clients using our drawdown services.
I joined Ascentric as Complaints Manager in 2012 before moving into my current role overseeing our SIPP operations team in 2013.
The most enjoyable aspect of my role is coaching first line colleagues and seeing them grow in confidence as they learn and develop.