About the Business

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

Quilter oversees £141.2 billion in customer investments (as of December 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: Distribution Support

Location: Southampton, United Kingdom

Contract Type: Permanent

Regulated/Non-Regulated: Non-Regulated

Your main responsibility will be to serve as the primary contact for service-related queries from a panel of pre-agreed strategic accounts, who will each have a dedicated mailbox with us. You will own and respond to these queries, working closely with the firm's WSC and platform support, where required.

Your focus will be on providing a consistently high level of service to answer their queries, but also suggesting the correct utilisation of the Adviser Support Hub route to encourage self-serve wherever possible.

You will make outbound calls via phone or teams, to firms as and when required to effectively resolve queries or provide guidance.

You will be involved in training and educating the firms to proactively use the platform, its online functionality, and all online available resources such as the Adviser Hub and other tools.

You will enhance strategic relationships and support sales and marketing campaigns, by promoting events and webinars, using Stoneshot.

Contribute to pipeline management and offer updates to accounts, actively liaising with relevant parties to pursue outstanding documentation or information required to complete applications through various communication channels.

As the designated point of contact for their service issues, you will regularly furnish information on the performance of the assigned accounts. Swiftly responding to any expressions of dissatisfaction, you will conduct thorough investigations and facilitate the resolution of cases involving service failure.

Your role extends to attending and participating in the organisation of virtual (and occasional face to face) meetings with accounts, encompassing regular service reviews, operational management discussions, and sales-related engagements,

When necessary, you will provide backup account management support for instances of holiday or sickness cover.

Consumer Duty

This role will directly impact good customer outcomes by ensuring our Account Managers are trained, coached, and supported sufficiently to provide the excellent customer service to our adviser firms and their clients that Quilter is known for.

About You

The ideal candidate for this role must possess the ability to cultivate enduring relationships built on a foundation of trust. Exceptional communication skills are imperative, coupled with adept problem-solving capabilities.

In handling escalations, you will be tasked with actively seeking solutions while adeptly managing expectations, consistently placing the customer at the core of your approach.

A diverse skill set is crucial, encompassing outstanding interpersonal skills for interactions with staff, senior management, and external Financial Advisors.

Proficiency in Microsoft packages, coupled with excellent listening skills and an empathetic and understanding nature, will be essential for supporting and guiding our customers effectively.

Our ideal candidate has a good understanding of financial products and is heavily focussed on good customer outcomes.

Your capacity to efficiently manage your own time and prioritise tasks is vital.

This role, characterised by its variety and frequent deadlines, demands both proactive and reactive approaches. Your adeptness in balancing these aspects will contribute to the successful execution of responsibilities.

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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 el