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Complaints Administrator
2 months ago
About the Business
Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK's best wealth manager for clients and their advisers. Quilter oversees £111.6 billion in customer investments (as at 31 March 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 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.
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: 3
Department: Quilter Business Services - Complaints
Location: Southampton, United Kingdom (office-based full-time)
Contract type: Fixed Term Contract
Contract Length: 6 months (initially)
Non-Regulated
As a Complaint Administrator you will be required to log all expressions of dissatisfaction within a timely manner, adhering to both internal service level agreements and regulatory timescales. The role will also involve logging and dealing with the administrative aspects of Remediations and Past Business Reviews.
The role will involve liaising with all stakeholders, financial advisers, the Financial Ombudsman Service and other third parties.
You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at a time. You will also need to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
As a Complaint Administrator you will need to have confident communication skills on both the telephone and the ability to compile written responses which must be grammatically correct and free from any industry jargon. You will need to be confident in receiving incoming calls from our advisers, customers and third parties, as well as making outbound calls where necessary.
The role will require you to be able to manage under pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customers. You will always have the full support of your colleagues and management when faced with any contentious scenarios. .
Furthermore, you will need the ability to demonstrate flexibility and prioritise workloads.
About You
To succeed in this post, you will need to be highly organised, proactive, and assertive. You should have the ability to manage and prioritise your workload independently and take ownership and responsibility of it.
The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and high attention to detail.
We are seeking someone who has a positive and professional attitude with the ability to build strong internal and external relationships. The candidate should have excellent demonstrable customer service skills.
Having previous experience of working within a complaints/remediation environment is essential.
Strong IT skills and proficiency in using Microsoft packages is also essential.
#LI-IC1
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.
Healthcare Cash Plan: Jersey employees only.
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 to UK employees that you can choose from and pay for conveniently via a salary deduction.
