Delivering exceptional customer service is more than just answering calls. We caught up with Hani Sadat, from our Customer Service team, to hear about his journey, what drives him, and why he believes great service is all about people.

Tell us a bit about yourself and your role

My name is Hani, and I work in the Customer Service team at Wealthtime. I’ve been here for just over a year now.
I spend most of my day on the phones and answering emails, helping clients and advisers. As one of the more experienced team members, I’m also there to support newer colleagues with any questions they might have.

How did you get to where you are now?

Like many people, I started out in hospitality. I worked in my sister’s pub as a kitchen porter when I was 15, and then in another pub in my hometown for a few years. After that, I moved into retail with Apple, and later into finance at American Express. I came to Bath for university and that led me to where I am now.

What does good customer service mean to you?

It really depends on who you’re talking to. Some people just want a quick answer, while others appreciate a chat. I remember speaking with an elderly investor about withdrawal forms, and we ended up talking about her life. I enjoyed talking with her. For me, good service means making sure the person on the other end of the phone walks away happy.

What’s your favourite part of the job?

Definitely making a difference. I remember helping a customer who was struggling to get online. I walked her through everything step by step, and eventually, she managed it. She was so grateful. It just took a bit of time and patience.

What kind of work situations bring out the best in you?

Difficult ones! I like a challenge. If an adviser calls expecting something to be done and it hasn’t been, I’ll dig into it and try to give them an answer right away. If I can’t, I’ll follow up with a full explanation by email. I always aim to be as efficient and helpful as possible.

What do you enjoy doing when you’re not at work?

I love long walks – usually ending up in a pub! I also create videos for social media and enjoy a bit of gaming. My current favourites are No Man’s Sky and Helldivers 2.

What’s the best career advice you’ve ever received?

Patience is key in customer service. And remember, everyone’s in it together. We all support each other, especially on tougher days.
Also, starting in customer service is a great foundation. It gives you a broad understanding of how the whole company works.

Get in touch with us

Speak to a member of the Wealthtime team to learn more about our service, and how we can support you and your clients.

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This article is intended for regulated financial advisers and investment professionals only. Wealthtime does not provide financial advice. This information is not intended as financial advice and should not be interpreted as such.

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