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For Companies At a Glance
- Tasks: Investigate and resolve complaints fairly, ensuring good customer outcomes.
- Company: Join Quilter plc, a leading wealth management business with a focus on innovation.
- Benefits: Enjoy 26 days holiday, a pension scheme, and flexible benefits tailored to you.
- Why this job: Make a real impact on customer satisfaction while working remotely.
- Qualifications: Experience in financial services and a Level 4 diploma in Financial Planning required.
- Other info: Be part of a diverse team that values integrity, curiosity, and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
About the Business
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). 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!
About the Role
- Level: 3
- Location: Fully remote
- Contract: Fixed Term Contract/Secondment
- Contract duration: 9 months
To investigate and resolve all regulated complaints in a fair and impartial manner. You should already have good understanding of the regulatory timescales and deadlines associated with complaint resolution. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation. Duties extend to dealing with all cases that are referred to the Financial Ombudsman Service. Ultimately focused on resolving complaints fairly and ensuring that ‘good customer outcomes’ are realised both now and in the future.
To investigate all expressions of dissatisfaction within a timely manner. To liaise with all stakeholders, including Insurers, Legal entities and Regulators. To correspond directly with the Financial Ombudsman Service and in particular: Adjudicators and Ombudsmen. To ensure that we adhere to all the requirements of DISP Resolution (ref: FCA Handbook). Consumer Duty. This role will directly impact good customer outcomes by ensuring foreseeable harm is lessened by robust investigations and always ensuring consumer protection. Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by ensuring our customers understand the products and services delivered by our advisers are aligned to good value and price.
About You
- Previous experience as a Complaints Investigator desirable.
- You would have worked within a Financial Services environment.
- You will have experience in dealing with regulatory complaints within a Financial Services environment.
- A broad knowledge and understanding of Financial Services regulation.
- A good understanding of the regulator’s approach to complaints.
- A commitment to TCF and a good understanding of DISP Resolution (ref: FCA Handbook).
- Candidates must have their Level 4 diploma in Financial Planning/Advice.
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.
Complaints Investigator in Dartford employer: Quilter
Contact Detail:
Quilter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator in Dartford
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work at Quilter. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of complaints handling and regulatory frameworks. We want to see how you can apply your expertise to ensure good customer outcomes, so be ready to share examples from your past experiences.
✨Tip Number 3
Show us your passion for customer service! During interviews, highlight how you've gone above and beyond to resolve complaints in the past. We love candidates who genuinely care about making a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to our mission of brighter financial futures.
We think you need these skills to ace Complaints Investigator in Dartford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints investigation and financial services. We want to see how your skills align with our mission at Quilter, so don’t hold back on showcasing your relevant achievements!
Showcase Your Understanding of Regulations: Since this role involves dealing with regulatory complaints, it’s crucial to demonstrate your knowledge of the FCA Handbook and DISP Resolution. We’re looking for candidates who can navigate these regulations with ease, so include any specific examples of your experience in this area.
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Quilter!
How to prepare for a job interview at Quilter
✨Know Your Regulations
Make sure you brush up on the relevant regulations and guidelines, especially those related to complaint resolution like DISP Resolution. Understanding the FCA Handbook will show that you're serious about the role and can navigate the regulatory landscape.
✨Demonstrate Case Ownership
Be prepared to discuss how you take ownership of cases. Share specific examples from your past experience where you conducted thorough investigations and resolved complaints effectively. This will highlight your commitment to good customer outcomes.
✨Engage with Stakeholders
Since you'll be liaising with various stakeholders, think about how you can demonstrate your communication skills. Prepare examples of how you've successfully collaborated with different parties, such as insurers or legal entities, to resolve complaints.
✨Embrace the Company Values
Familiarise yourself with Quilter's values and be ready to discuss how you embody them. Whether it's doing the right thing or being stronger together, showing that you align with their culture will make a positive impression.
