Fixed Term Contract Duration - 11 Months

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

The Customer Outcome Hub has been established to define and manage the processes and activities to ensure the successful delivery of the Ongoing Adviser Servicing remediation programme.

As one of the Team Managers, you will lead a team of people responsible for customer contact, processing customer requests and organising payment of redress due, ensuring quality and customer experience are paramount.

You will collaborate with other managers both within the area and across the programme more generally to ensure a consistent approach is taken to the leadership and good running of the team/department.

Team colleague management development

• Leading a team of individuals, you will be responsible for their onboarding and subsequent performance in delivering quality customer service and delivering required customer outcomes.
• Overseeing the setting of priorities for the performance and completion of tasks by co-ordinating and supervising the daily activities of people within areas of responsibility and liaising with other supervisors.
• To ensure that Consumer Duty principles are supported within day-to-day activities and team members are aware of their individual requirements within the Duty.
• Facilitating development of individual team members through coaching and ongoing performance management.
• Ensure consistency in performance management and compliance by working cohesively with other managers within your function and across the wider management community, sharing best practice.
• Champion and lead a culture of openness and honesty; where people feel safe to give feedback, be listened to and supported.
• Monitor service standards and work with our teams to ensure we are achieving our targets and ambitions.
• Assist and contribute to dealing with escalations or complex queries.
• Fully adhere to all management policies and processes, including staff management, development, operational management approaches and so on, both personally, within your team across the wider community.
• Role model our values, behaviours and standards.
• Developing the service provided by your function

Drive a development/improvement culture within your team by working with them to:

• Understand the numbers and reasons for calls into the area.
• With Ops Change, identify and drive forward improvements to the customer journey.
• With assistance from Distribution, work to ensure advisers are kept informed and as well as their customers, have a good adviser experience.
• Understand the reasons for complaint, or negative feedback, and recommend/champion improvements.
• Understand the end-to-end customer experience and ensure this is seamless with no duplication, unnecessary barriers, conflicting/vague messaging on requirements, timescales etc which prevent/reduce the delivery of good customer outcomes.
• With reference to our MI suite, identify emerging trends, risks etc and steps required to counter these.
• In conjunction with relevant teams, ensure all process maps, control documentation etc are up to date following system or process enhancements.
• Develop and own the improvement plan relating to the area of accountability.
• Work with the Colleague Skills and Readiness lead to ensure training material are up to date and colleagues appropriately trained.

About You

Knowledge, Skills & Experience:

• Previous financial services experience preferred
• Strong communication, numeracy and literacy skills
• Proven supervisory/management experience, either as a Team Manager or Assistant Team Manager.

Conduct Rules CBT Category

This role sits in the following Conduct Rules category* (for CBT purposes):

Customer facing (not providing advice)

Number of direct reports:

Approximately 20.

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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.

Healthcare Cash Plan: Jersey employees only.

Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.

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.