Adviser/Client Services Team Manager

2 weeks ago

Southampton, Southampton, United Kingdom Quilter Full time
Fixed Term Contract Duration - 12 Months


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.


Quilter Adviser & Client Services is responsible for delivering a high quality of service to advisers and customers in response to their requests.


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.


Contract type :
Fixed Term Contract/ Secondment

Contract Duration : 12 Months


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, 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.

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.

identify emerging trends, risks etc and steps required to counter these. Demonstrated proficiency in cross-functional collaboration, fostering effective teamwork, and engaging with senior leadership.
Able to identify issues and risks, escalating via the appropriate channels.

The ability to handle complex situations and multiple responsibilities simultaneously, mixing long-term projects with the urgency of immediate priorities in calm, pragmatic manner.

Ideally, you will have experience working as a Team Manager/ Leader in a financial service setting.
Someone from a financial services background who has experience in leading medium/large teams in the industry.

Our purpose is to help the generations today and tomorrow to prosper.

That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures.


In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times.


We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there.

We are passionate about building an inclusive culture where everyone's contribution is valued, and our people can thrive

Holiday:
26 days

Quilter Incentive Scheme:
All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

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 that you can choose from and pay for conveniently via a salary deduction.

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