About the Business Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK's best wealth manager for clients and their advisers. Quilter oversees £111.6 billion in customer investments (as at 31 March 2024). 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. 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 About the Role Level: 3 Department: Complaints/ Process Improvement Location: Southampton Contract Type: Permanent An opportunity has arisen to better support our vulnerable customers. We're looking for an individual who is passionate about providing the best outcomes for our customers. The role will support the Customer Inclusion Lead and Specialist, helping to make positive improvements to the customer experience, whilst ensuring timely support is available to colleagues who require advice on complex vulnerable customer circumstances. Support the Customer Inclusion team in identifying initiatives and improvements to ensure good customer outcomes for Quilter's vulnerable customers. Support with identifying training needs across Quilter to equip the business to both identify and better support customers in vulnerable circumstances. Prepare monthly and ad hoc reports highlighting key information about our vulnerable customer population and the outcomes they are receiving, working with the relevant data teams as required. Be a main point of escalation for complex vulnerable customer cases, working collaboratively to provide an inclusive and supportive customer experience and outcome. Oversight of the Vulnerable Customer DL, to ensure queries are responded to appropriately and promptly, in line with regulatory guidance. Provide engaging communications to the wider business to raise awareness of Customer Inclusion initiatives. Responsible for ensuring essential administrative tasks, such as 'Tell Us Once' data updates, are completed accurately and within deadlines. 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. You will have a passion for supporting customers in vulnerable circumstances and the ability to think of innovative and flexible solutions to meet customers' needs. You will have excellent organisational skills and the ability to manage and lead a variety of tasks and responsibilities. Be an excellent communicator who has the ability to collaborate and influence a range of stakeholders. Have strong analytical skills with the ability to assess data with complex customer issues and create solutions to benefit the customer. Experience working within a Financial Services environment is advantageous. A strong knowledge and understanding of Financial Services regulation and the regulator's approach to supporting all customers. 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. 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. 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.