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: 4
Location: Southampton, Hybrid
Department: Operations
Contract: Permanent
Quilter Adviser & Client Services (QACS) is responsible for delivering a high quality of service to advisers and customers in response to their requests.
Irrespective of the function within QACS you are working within, your role is to lead a successful and motivated team, delivering required customer outcomes in a compliant manner and dealing with customers, internal and external, through their chosen channel. Alongside this, you have responsibility for driving the service proposition your area provides, including understanding reasons for complaint, quality and continuous improvement in your own area, as well as trying to help improve call quality etc in the contact centre, where calls relate to your area of the business.
You will collaborate with other managers from across the division to ensure a consistent approach is taken to the leadership and good running of your team/department.
You should consider this role if you are motivated by delivering excellent service through your team and are passionate about leading others.
This role will be responsible for the end-to-end people management of your team of 15-25 people and may include the support of an Assistant Team Manager (team-size dependent). This will include daily task co-ordination and delivery alongside longer term resource planning to ensure we are achieving our targets and ambitions. You will ensure that Consumer Duty principles are supported within day-to-day activities and team members are aware of their individual requirements within the Duty.
You, alongside members of your team, will Participate in projects, programmes and initiatives to ensure a consistent approach is taken within your function and/or across QACS. Champion and lead a culture of openness and honesty; where people feel safe to give feedback, be listened to and supported. You will assist and contribute to dealing with escalations or complex queries.
In order to develop the service provided by your function you will seek to identify opportunities to self-serve, or to improve correspondence. You will collaborate with other teams and functions, such as the Contact Centre, to review handoffs and escalations and look for opportunities to eradicate these within your service improvement team.
You will understand the end-to-end Adviser/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, you will identify emerging trends, risks etc and steps required to counter these. In conjunction with relevant teams, such as Service Improvement, you will ensure all process maps, control documentation etc are up to date following system or process enhancements.
NB: This is a may be a SMCR certified role: Manager of Certification Employees (dependent on team)
About You
* The ability to lead and motivate a team, fostering a collaborative and positive working environment.
* Demonstrated proficiency in cross-functional collaboration, fostering effective teamwork, and engaging with senior leadership.
* Strong attention to detail and meticulous approach to analysing and reviewing processes and documents to identify opportunities for process improvement
* Excellent written and verbal communication skills with the ability to convey complex information to diverse stakeholders.
* Able to identify issues and risks, escalating via the appropriate channels.
* Delivery focussed, with high energy and drive, and ability to deliver through others. Always looking for ways of continuous improvement.
* The ability to handle complex situations and multiple responsibilities simultaneously, mixing long-term projects with the urgency of immediate priorities in calm, pragmatic manner.
* Is credible, professional and has strong personal integrity.
* Strong ability to prioritise workload and meet deadlines with a high level of proficiency.
* Ideally, you will have experience working as a Team Manager/ Leader in a financial service setting.
* Demonstrated experience of leading and managing a team, with a track record of delivering results and driving continuous improvement.
#Quilter
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.