Customer Outcomes Hub Team Manager

Overview

Fixed Term Contract Duration - 12 Months

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

Quilter oversees £134.8 billion in customer investments (as of September 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!

Level: 4

Location:

Southampton, hybrid

Department:
Customer Outcomes Hub - Operations

Contract:

Fixed Term Contract / Secondment

Duration: 12 months

Salary:
Paying up to 42k p/a

Reporting to the Head of Servicing Outcomes, you will manage the day to day activities in relation to the evidencing and delivery of adviser servicing obligations. This will include:

• Leading a team of assessors to ensure, where relevant, the appropriate remediation activities are carried out and that the subsequent calculation/payment of any redress is completed in a timely and accurate manner
• Collaborating with third party stakeholders, ensuring SLAs are maintained at all times
• Producing accurate and timely management reporting
• Supporting the complaints and past business review teams as and when required
• Acting as subject matter expert in relation to payment types and requirements
• Supporting the Head of Servicing Outcomes to provide assurance to the Quilter Executive and other senior stakeholders that Quilter Financial Planning is treating its customers fairly and meeting regulatory expectations

Regulatory obligations

Consumer Duty

Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers through the day to day management and oversight of remediation activities relating to the delivery of ongoing servicing obligations, in line with customer and regulatory expectations.

To be successful in this role, you will have demonstrable evidence of the following competencies and experience:

• Good understanding of the Network model
• Good understanding of the regulatory requirements in relation to the provision of ongoing services
• Detailed understanding of QFP point of sale systems, policies and procedures
• Inquisitive and investigative mind-set with a ‘customer first’ approach
• Excellent organisational skills and attention to detail
• Ability to work in a fast paced and agile environment, managing multiple priorities and senior stakeholders
• Experience of working on high visibility Projects
• Confidence in presenting to and responding to senior management/Executive audiences

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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.

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