About The Business Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £126.3 billion in customer investments (as of August 2025). 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 – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands. 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, including our colleagues. 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: Technology Location: Southampton Contract type: Permanent This role sits within the Technology Infrastructure and Operations function, part of a dynamic team committed to supporting and enhancing Quilter platforms, services and systems to deliver strong customer outcomes. The structure of the team allows for collaborative work, ensuring personal growth and career advancement. By joining us, you will have the opportunity to influence and shape the future of our Technology functions customer experience at Quilter. The Technology Customer Services Lead will play a vital part in ensuring out customers and stakeholders receive the best possible service and achieve their desired outcomes. The team is the first point of contact for customers, providing effective resolution to their issues. You will be responsible for escalating unresolved queries to the next level of support, following defined processes. You will maintain strict adherence to key performance indicators to ensure service quality, and accurately track, route, and redirect tickets to the appropriate resources for resolution. You will manage incident and request tickets efficiently, ensuring timely responses and level one resolutions. You will assist customers through step-by-step problem-solving processes to ensure clarity and understanding and maintain communication with customers. You will utilise outstanding customer service skills to exceed customer expectations at first contact points, and ensure accurate recording, documentation, and closure of support interactions. You will continuously update and expand your knowledge of helpdesk procedures, products, and services. As Lead the role is also responsible for prioritising team activities, coordinating shift cover, mentorship, staff 121 and HR support and being a point of escalation for queries and issues identified by colleagues within the team in addition to fulfilling shared responsibilities with Analysts. Responsibilities: Team leadership activities including but not limited to shift design and maintenance, colleague mentoring and training delivery, staff 121s, ticket queue management and quality control. First-Level Contact: Serve as the initial point of escalation for technology related issues and requests, providing effective resolution of customer issues and fulfilment of requests either directly or via engagement of appropriate technical SMEs. Customer Service Excellence: Utilise outstanding customer service skills to ensure the team exceed customer expectations at first contact points and throughout the ticket lifecycle. Escalation Protocol: Escalate unresolved queries to the next level of support following defined processes. KPI Adherence: Maintain strict adherence by the team to key performance indicators to ensure service quality. Provide regular reporting to Management on team and process performance. Ticket Management: Manage incident, problem, and request tickets efficiently, ensuring timely responses and resolutions. Guided Problem-Solving: Assist customers through step-by-step problem-solving processes to ensure clarity and understanding. Customer Follow-Up: Maintain communication with customers, providing updates and ensuring complete resolution of issues. Documentation: Ensure accurate recording, documentation, and closure of support interactions. Knowledge Preservation: Continuously update and expand your knowledge of helpdesk procedures, products, and services. Ensure documented knowledge is maintained and valid. Key Projects or Undertakings: Providing front of house visibility and support to stakeholders through voice and messaging platforms and where appropriate face-to-face. Maintain existing and submit new knowledge base articles to improve support capabilities, self-service opportunities, reduce customer impact and improve staff efficiency. Support the Customer Experience Manager, Project Managers and other stakeholders in understanding customer requirements and expectations and testing these in new or changed services. Main Stakeholders: Business users and customers – provide the necessary level of support to achieve the desired outcomes of our customers and deliver an excellent customer journey. Head in CIO function and Senior Technology Management - Provide updates and insights to senior technology management and the CIO function. Service Operations customer support and fulfilment teams – Provide appropriate triage and data gathering to ensure handovers and escalations are accurate. About You Essential Experience, Skills, and Knowledge: Proven experience in IT Service Management processes and standards. Experience using Service Management, diagnostic, collaboration and support tools such as NextThink, ServiceNow, SCCM, etc. Excellent customer service skills and focus. Strong analytical skills with the ability to interpret data and make informed decisions. Excellent communication and interpersonal skills. Ability to work collaboratively with various departments and stakeholders. 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.