About the Business

Quilter Cheviot has been the wealth manager of choice for individuals and families for over 250 years, and today is one of the UK’s largest wealth management firms offering expert discretionary investment management and financial advice through our sister company, Quilter Cheviot Financial Planning (QCFP). We offer a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

We are part of Quilter plc, a leading provider of advice, investment platforms, multi-asset investment solutions and discretionary fund management which is listed on the London and Johannesburg stock exchanges and manages over £111.6 billion of client investments (as at March 2024).

If you want to play a part in shaping the future of our business, bringing new ideas and challenge then now is a great time to join us.

It is a great opportunity to help support with the establishment of a new section of the QC complaints team. You will be required to investigate and resolve all regulated complaints and internal reviews in a fair and impartial manner. You will also adhere to strict timescales in bringing complaints and reviews to a meaningful resolution.

The duties you will perform will directly impact our customers, so regardless of the findings of the complaints all interactions with all parties must be professional and balanced.

About the Role

Level: 3

Department: Oversight - Complaints

Location: London, with hybrid flexibility.

Contract type: Permanent.

Non regulated

As a Complaints Specialist you will be required to log and investigate all complaints and expressions of dissatisfaction where they relate to financial advice given by Financial Planners within QCFP, 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 investigation of complaints and remediation cases including liaising with all stakeholders, financial advisers, the Financial Ombudsman Service and other third parties. You will also be familiar with Risk & Control Self Assessments, and completing these are necessary.

An individual who sees attention to detail as a priority, you will be prepared to be involved in MI collation, and on occasions presenting that MI to various committees within Quilter Cheviot. In the future, you would be willing to consider expanding the role to include Investment Management complaints if required.

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 the same time. Accuracy and attention to detail are key requirements of this role.

As a Complaint Specialist you will need to have excellent communication skills on both the telephone and the ability to compile written responses. All correspondence must be written in a professional manor, 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.

About You

Previous experience of working within a complaints/remediation environment is essential.

To succeed in this post, you will need to be highly organised, proactive, level headed and assertive. You should have the ability to manage and prioritise your workload independently and take ownership and responsibility of it.

The role 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 have good 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.

You will have strong IT skills and be proficient in using Microsoft packages.

#LI-VS1 #QC

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.