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 – SIPP Operations Manager
I joined Ascentric in October 2015, moving from a role as group pensions manager at HSBC. Prior to that I worked in a number of different roles at James Hay. The first thing that hit me on joining Ascentric, 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.
As the SIPP Operations Manager I enjoy the challenge of working on a relatively complex and highly regulated product. My role provides me with opportunities to react to the frequent changes in the industry while still focusing on the outcomes that our customers want.
Over the past 12 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.
Emma Michael - New Business & Transfers Manager
I joined Ascentric in October 2013 as a SIPP Team Leader, before progressing into the New Business and Transfers Manager role to help grow and develop the department in the new ways of working.
Our new business volumes continue to increase, taking on new adviser firms and growing existing accounts, which is fantastic and continues to keep us busy! It's always really nice to see everyone pull together and collaborate to enable us to keep on top of the new business volumes as we continue to grow as a business. We want our new business proposition to be as quick and as easy as possible, with a clear focus of getting customers on the platform, invested in the market and helping them grow their money.
Over the past few years Ascentric has really focused on the customer and I was taken on a really exciting journey to understand our business through the customers’ eyes. Since then I’ve been working on the Service Excellence program, working on ways to improve the service to our customers and it’s been really exciting to hear the positive feedback from our customers on the changes we have made so far. Customer service is a key part of my role and I look forward to the exciting challenges ahead.