Job Description

About the Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.



Quilter oversees 119.4 billion in customer investments (as at end December 2024). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.



Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.



High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning.



At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.



Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us!
About the Role
Level: 3
Department: Distribution
Location: Southampton, United Kingdom
Contract Type: Permanent (part time, 5 hours per day, negotiable between 9am and 5pm)
Regulated/Non-Regulated: Non-Regulated
Serving as the primary contact for several pre-agreed accounts, you will manage all communication channels, addressing calls, emails, and queries from accounts, their customers, and Sales. Your focus will be on consistently promoting the correct utilization of the Adviser Support Hub as the initial response route.
Tailoring training and education to meet the needs of accounts, you will ensure proactive usage of the Platform and its online functionality. Simultaneously, you will offer first-line assistance to guarantee that all staff at designated firms possess the correct Platform Access.
When necessary, you will provide backup account management support for instances of holiday or sickness cover. Your responsibilities also include producing individual customer-specific documentation for issue resolution, such as corrections.
Contribute to pipeline tracking and offer updates to accounts, actively liaising with relevant parties to pursue outstanding documentation or information required to complete applications through various communication channels.
As the designated single point of contact, you will regularly furnish information on the performance of the assigned accounts. Swiftly responding to any expressions of dissatisfaction, you will conduct thorough investigations and facilitate the resolution of cases involving service failure.
Your role extends to attending and participating in the organization of face-to-face or virtual meetings with accounts, encompassing regular service reviews, operational management discussions, and sales-related engagements.
About You
The ideal candidate for this role must possess the ability to cultivate enduring relationships built on a foundation of trust. Exceptional communication skills are imperative, coupled with adept problem-solving capabilities.
In handling escalations, you will be tasked with actively seeking solutions while adeptly managing expectations, consistently placing the customer at the core of your approach.
A diverse skill set is crucial, encompassing outstanding interpersonal skills for interactions with staff, senior management, and external Financial Advisors.
Proficiency in Microsoft packages, coupled with excellent listening skills and an empathetic and understanding nature, will be essential for supporting and guiding customers effectively.
Our ideal candidate has a good understanding of financial products and is heavily focussed on good customer outcomes.
Your capacity to efficiently manage your own time and prioritise tasks is vital.
This role, characterised by its variety and frequent deadlines, demands both proactive and reactive approaches. Your adeptness in balancing these aspects will contribute to the successful execution of responsibilities.
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Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.

Always curious: We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.

Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.

Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
Holiday: 182 hours (26 days)
Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
Life Assurance: 4x your salary.
Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
Healthcare Cash Plan: Jersey employees only
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.