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What the Hiring Manager says
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
A new, great, opportunity to join an experienced and knowledgeable complaints team providing a dedicated service to both our adviser/firms and end customers alike. The role is to investigate and resolve all errors and omissions relating to advice, fees and charges. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation. Duties may occasionally extend to dealing and assisting with customer complaint.
You will be part of a team of experienced investigators who are required to investigate and resolve all regulated complaints in a fair and impartial manner. To strictly adhere to regulatory deadlines and timescales associated to complaint resolution, taking ownership of reviews which are essential in the overall process.
Ultimately focused on satisfying all assigned reviews, ensuring that 'good customer outcomes' are realised both now and in the future.
About the Role
Level: 3
Department: Complaints
Location: Southampton or England-home worker
Contract type: Fixed Term Contract
Contract Duration: 6 months
Within this role as a Past Business Review (PBR) Investigator, you will investigate all areas of business concern(s) within a timely manner. This includes liaising with all internal and external stakeholders, including (but not limited to) customers, adviser/firms, Insurers, Legal entities and Senior Management.
You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities, as the role deals with multiple cases at a time. Also needs to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
You should be able to manage pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customer. However, you will always have the full support of your colleagues and management when faced with any contentious scenarios.
You will be producing timely and up to date reports where required. Also to ensure that we operate and that our outcomes are aligned to the current Financial Conduct Authority requirements.
About You
Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.
For this role, we need you to have:
- Excellent organisational skills and the ability to manage a variety of tasks and responsibilities.
- Have confident communication skills and the ability to compile a written account of an investigation/review, which should be grammatically correct and free from any industry jargon.
- Be able to work under pressure, remaining focused and calm, particularly when dealing with our adviser/firms and customers.
- 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.
- Having previous experience of working within a complaints/remediation environment is essential.
- Experience working within a Financial Services environment is advantageous.
- A knowledge and understanding of Financial Services regulation and the regulator's approach to complaint/remediation.
- Show a commitment to both Treating Customers Fairly and embedding the requirements of Consumer Duty within the role process.
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.
Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. 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. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us.
Core Benefits
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.
