Client and Adviser Servicing Specialist

Quilter; Southampton; Hybrid; GBP 30,000 - 60,000; Full time

Job description

Summary

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 £111.6 billion in customer investments (as at 31 March 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: 2 Department: Quilter Adviser and Client Services Location: Southampton - hybrid based Contract Type: Fixed term contract ending December 2025

The purpose of this role is to support several strategic projects currently underway within Quilter Financial Planning. The successful candidate(s) will be required to utilise their detailed knowledge and experience of our systems and procedures to support in defining new processes and implementing change. The roles sit within a small project team, the successful candidate(s) should expect to work with Leadership, Business Analysts, Project Managers and fellow SMEs on a daily basis. Successful candidates will gain experience of working in a project environment and will have an opportunity to use their specialised knowledge to improve the way we do things.

Key responsibilities:

1. Provide top quality service to Financial Advising firms in accordance with departmental procedures, service standards and industry regulations to support with data cleanse activities.
2. Liaison with teams and third parties to gather information or blockers which will support with bulk novations.
3. Identify areas for improvement in the Client and Adviser Servicing processes, from point of identification, through to implementing changes.
4. Work closely with Client and Adviser Servicing teams to understand areas of concern and represent Operations in finding resolution to these.
5. Represent Client & Adviser Servicing at relevant Forums and take ownership for issues arising and actions.
6. Act as subject matter expert in the Client & Adviser Servicing area and alongside colleagues in the wider Operations Change team, represent the area in project initiatives.

About You You will be:

1. Supporting with the rationalisation of Quilter entities by learning the novation process and using this to assist with the bulk movement of provider agencies.
2. Keeping track of all communication between Quilter and the providers, making sure all records are clear and kept up to date.
3. Organising and working alongside a timeline for the bulk novation. Ensuring this works for all affected teams.
4. Responsible for the accuracy and completeness of all processes within the area.
5. Ensuring all relevant reporting of progress is completed by deadline.
6. Investigating and resolving errors, discrepancies, and queries, in accordance with FCA regulations and ensure escalation procedures are followed.
7. Assisting with the quality checking and sign off team members work and provide appropriate feedback and coaching.
8. Assisting with the planning and undertaking of internal audits and carry out ad hoc reviews, including providing recommendations for improvements.

You will:

1. Have a good understanding of the Quilter businesses and the businesses ran by our AR firms.
2. Have a good understanding of the latest trends and issues within own area.
3. Use all programmes within the Microsoft office suite, in particular excel.
4. Have previous Financial Services experience.
5. Have strong communication, numeracy and literacy skills.
6. Have a desire to achieve the Lean accreditation.
7. Be available for occasional travel.