Customer Inclusion Specialist

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: 4

Department: Customer Interaction

Location: Southampton, United Kingdom

Contract Type: Permanent

Regulated/Non-Regulated: Non-Regulated

An opportunity has arisen to better support our vulnerable customers. We're looking for an individual who is truly passionate about providing the best outcomes for everyone of our customers and removing barriers that may exist to support this. The role will work across the multiple businesses in Quilter; looking for opportunities to make positive improvements to the customer experience and work with external bodies to ensure Quilter is both a market leader, and driver in customer inclusion.

• Support the Customer Inclusion lead in identifying strategic initiatives and improvements to ensure good customer outcomes for Quilter's vulnerable customers.
• Across the group, across a range of levels, work collaboratively to support the delivery of initiatives to benefit the customer in Quilter's proposition. Be prepared to influence at a range of levels to get the right outcome for the vulnerable customer community.
• Help steer vulnerable customer and Consumer Duty reporting which is reported across the business to identify opportunities to improve the overall proposition.
• Be a key SME in vulnerability and the needs around customer inclusion. Part of this is to drive training across the business to equip the business to both identify and better support customers in vulnerable circumstances.
• Preparing regular reports highlighting key insights and recommendations for changes and improvements. Working with data teams to identify potential vulnerable customers in key journeys.
• Be one of the points of escalation for complex vulnerable customer cases, working collaboratively to provide an inclusive and supportive customer experience and outcome.
• Ensuring the needs of vulnerable customers are prioritised while ensuring compliance with relevant regulations.

About You

• Experience in vulnerable customer support and change with the ability to translate that in to change initiatives.
• You will have excellent organisational skills and the ability to manage and lead a variety of tasks and responsibilities.
• Be an excellent communicator who has the ability to collaborate and influence a range of internal and external stakeholders.
• Have strong analytical skills with the ability to assess data with complex customer issues and create solutions to benefit the customer.
• Experience working within a Financial Services environment is advantageous.
• A strong knowledge and understanding of Financial Services regulation and the regulator's approach to supporting all customers.

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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 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.