About The Business
Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK’s best wealth manager for clients and their advisers. 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: 4
Department: Affluent Complaints
Location: Southampton
Contract: Permanent
- Lead the investigation of all Executive complaints received, oversight and management of all investigations, providing robust, independent judgement of complaints in line with Consumer Duty and DISP rules.
- Build and manage a small team to investigate the Executive complaints and lead on root cause analysis
- Act as an escalation point for critical or high-profile complaints, managing stakeholder expectations.
- Present findings, recommendations, and status updates to the CEO and senior leadership.
- Coordinate with stakeholders, frontline teams, customer service, legal, compliance, and operations to gather information and deliver resolutions.
- Facilitate training and workshops to embed learnings and best practices across the organisation.
- In addition, you will be responsible for proactive engagement with any Complainants and the Financial Ombudsman Service in the resolution of any complaints within their jurisdiction.
- Conduct in-depth root cause analysis to identify systemic issues and process gaps. Ensuring actions in wider business improvement is monitored and completed, providing accurate and timely management information.
- Ensure compliance with relevant regulations, internal policies, and industry best practices.
- Act as Deputy for the Head of Complaints in relation to presenting or representing the complaints team at governance forums. You will maintain the review and development of processes and procedures within your teams.
About You
- Have significant complaints management experience and knowledge of the regulatory requirements gained within a wealth management or National/Network environment. (Mandatory)
- Leads by example, creating and maintaining a culture that promotes exceptional performance, empowerment, accountability and professionalism at all levels, where confident and proactive customer outcomes are the key driver.
- Proven people skills with ability to build long term relationships both internally and externally.
- Excellent organisational and planning skills with the ability to manage a variety of tasks and responsibilities with a clear delivery and customer service focus.
- Strong analytical and problem-solving abilities, able to distil complex data into clear insights and a proven track record of driving process improvements and delivering measurable results
- Active engagement in identifying root causes and driving business enhancements to minimise recurring customer complaints.
- Strong communication and stakeholder management skills, capable of influencing at all levels, high attention to detail and commitment to data accuracy and integrity.
- Resilient under pressure, comfortable handling sensitive or escalated matters and a collaborative mindset, with a focus on building partnerships across departments
#Quilter
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.
