Technology IT Care Team Leader

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: Level 4

Department: IT Operations

Location: Southampton

Contract type: Permanent

The IT Care Team Leader – Southampton role sits within the Technology Infrastructure and Operations department. This role is crucial to ensuring the seamless operation of our IT Care function responsible for managing office-based staff and supporting services in Southampton, regional sites and homeworkers.

As a IT Care Team Leader you will play a pivotal role in ensuring the seamless operation of our IT Care support function. You will alongside a London based colleague oversee the staff in our main internal customer facing support function, and be responsible for driving improvements, efficiencies, and delivering high-quality customer outcomes. This role demands exceptional problem-solving abilities, staff development expertise, excellent people management skills, and skilled collaboration with colleagues and customers.

Responsibilities:

• Lead the Southampton based part of our IT Care function, including IT Care Analysts, ensuring adherence to established processes and achievement of key performance indicators.
• Oversee all IT Care customer support activities supporting internal customers based in Southampton, regional offices and homeworkers providing additional cover and support to London based colleagues.
• Uphold and promote the highest standards of customer service, fostering a customer-first mindset across the team.
• Engage in ongoing service improvement efforts, showing a commitment to enhancing service quality and efficiency through continually transforming all relevant elements of Service Desk, onsite support and other customer support operations.
• Resolve conflicts and address poor customer outcomes promptly and effectively.
• Handle ticket escalations, ensuring unresolved queries are escalated appropriately and efficiently.
• Coordinate Technology Operations Customer Services (TOCS) project support, ensuring alignment with organizational goals and timelines.
• Manage Service Level Agreements (SLA) and Operational Level Agreements (OLA) for incident resolutions and request fulfilment, ensuring compliance and excellence.
• Oversee the management of support queues, prioritizing and distributing workload to maintain efficiency and service quality.
• Manage key physical and virtual customer contact channels, ensuring they provide effective support and enable us to resolve customer issues promptly.
• Handle escalations related to Major Incident Management, ensuring timely and effective identification of user-impacting critical incidents.
• Perform incident triage and trend analysis to identify recurring issues and implement preventative measures.
• Supply precise and clear information to management and create suitable reports to support strategic planning, governance, and improvement efforts.
• As part of a wider leadership team support the running of the Technology Service Operations function and activities across a wide range of technologies, business units and functions.

About You
Experience, Skills, and Knowledge:

• As a key customer facing role the candidate must be able to articulate ideas clearly and effectively in both written and verbal forms to various audiences.
• Maintain a customer-first mindset, ensuring that all actions contribute to desired customer outcomes and satisfaction.
• The ability to remain calm and composed under pressure, effectively handling challenging situations and conflicts.
• Strong analytical skills with a proven track record of diagnosing and resolving complex issues.
• Excellent people management skills, with a focus on staff development, well-being and team building.
• Demonstrated experience in collaborating effectively with colleagues and customers to achieve collective goals.
• Approach tasks with a positive and proactive outlook, showing a readiness to take on challenges and deliver results with a “can-do” attitude.
• Proven experience working within an ITIL framework, demonstrating familiarity with its processes and best practices.
• Ability to identify and resolve fundamental technical issues, ensuring reliable system performance.
• Familiarity with various helpdesk software and tools, enabling efficient ticket management and customer support.
• Previous experience in a customer support role is desirable, showcasing the ability to handle customer inquiries effectively.
• Experience in developing and maintaining knowledge base articles, contributing to the accessibility of information and resources.
• Competence in overseeing Access Management functions managing user access and permissions, ensuring secure and controlled access to systems and data.
• Possession of relevant IT certifications is highly valued, indicating a dedication to professional development and expertise.

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.