Servicing Outcomes Assessor

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

Quilter plc oversees £116.2 billion in customer investments (as at end September 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 businesses, 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 Private Client Advisers.

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: Customer Outcomes Hub

Location: Southampton, United Kingdom (hybrid) or Homebased, United Kingdom

Contract Type: Fixed Term Contract or Secondment

Contract Length: 18-24 months

Regulated/Non-Regulated: Non-Regulated

A new, great, opportunity to join an experienced and knowledgeable customer outcomes team providing a dedicated service to both our adviser/firms and end customers alike. The role is to investigate and resolve any errors and omissions relating to the provision of ongoing servicing. You will be required to take case ownership and conduct a comprehensive review into all available information and documentation. Duties may occasionally extend to dealing and assisting with customer complaints and other tasks as directed by the Customer Outcomes Manager.

You will be part of a team of experienced assessors who take a customer centric approach, whilst supporting our advisers to evidence the delivery of their ongoing servicing obligations, ensuring that ‘good customer outcomes’ are realised both now and in the future.

As a Servicing Outcomes Assessor, you will support the Customer Outcomes Hub in ensuring all adviser servicing obligations can be evidenced, and where they cannot, you will take the necessary steps to ensure the customers are remediated appropriately.  This role will include liaising with internal and external stakeholders, including (but not limited to) customers, adviser/firms and Senior Management.

You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities, as the role holder will be required to effectively manage multiple cases at a time.

You should be able to manage pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customer. However, you will always have the full support of your colleagues and management when faced with any contentious scenarios.

You will be producing timely and up to date reports where required. Also to ensure that we operate and that our outcomes are aligned to the current Financial Conduct Authority requirements.
About You
For this role, we need you to have:

• Excellent organisational skills and the ability to manage a variety of tasks and responsibilities.
• Have confident communication skills and the ability to compile a written account of an investigation/review, which should be grammatically correct and free from any industry jargon.
• Be able to work under pressure, remaining focused and calm, particularly when dealing with our adviser/firms and customers.
• The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and high attention to detail.
• Ideally have previous experience of working within a complaints/remediation environment.
• Experience working within a Financial Services environment is advantageous, as is being qualified to L3 level.
• A knowledge and understanding of Financial Services regulation and the regulator’s approach to complaint/remediation.
• Show a commitment to both Treating Customers Fairly and embedding the requirements of Consumer Duty within the role process.
• Have telephony experience as you will be required to answer inbound and outbound calls.

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.