Customer Outcomes Hub Team Manager in Southampton

Overview

Fixed Term Contract Duration - 12 Months

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). 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!

About the Role

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.

About You

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

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.