Customer Service Advisor

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £126.3billion in customer investments (as of August2025). It offers a range of services including financial advice, investment platforms, multi asset investment solutions, and discretionary fund management. The business is divided into Affluent and High Net Worth segments, with specific focus areas such as Quilter Financial Planning, Quilter Investment Platform, Quilter Investors, Quilter Cheviot and related services.

About the Role

Level2, Department: Customer Service Centre, Location: Southampton (hybrid after training), Contract type: Permanent (Monday-Friday), Salary: up to £29,000 (starting £26,500, 40 hrsperweek).

Customer Service Advisors receive 30-40 phone calls a day, handling queries, explaining complex information, dealing with complaints, liaising across departments, and ensuring time scale commitments. Advisors demonstrate empathy, resilience, and professionalism in challenging conversations, and maintain a customer centric focus.

Key Responsibilities

• Handle 30-40 customer calls per day, providing clear and accurate information on Quilter pension and investment products.
• Triage and resolve customer queries, complaints, and issues; investigate and resolve escalated calls.
• Collaborate with internal departments to manage complex or specialist inquiries.
• Maintain accurate call recordings and data entry for customer interactions.
• Ensure compliance with call back, update or email time frames and service level agreements.

Qualifications & Skills

• Strong communication skills, confident speaking to customers.
• Experience handling complex or challenging conversations with empathy and resilience.
• Ability to adapt and develop continuously in a fast paced, changing environment.
• Receptive to feedback and willing to learn.
• Experience in customer service or call centre setting preferred.

Inclusion & Diversity

We value diversity and strive to promote inclusivity. 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.

Core Benefits

• Holiday: 182 hours (26 days).
• Quilter Incentive Scheme - all employees eligible.
• Non contributory company pension scheme, boostable by personal contributions.
• Private medical insurance - single cover with optional extended coverage.
• Life assurance: 4 salary.
• Income protection: 75% of salary after 26 weeks of absence.
• Healthcare cash plan - Jersey employees only.

Application Process

Candidates invited to an Assessment Centre will attend a shadowing experience, practical call assessment, knowledge test, and competency based interview. Successful candidates will undergo training and receive monthly coaching and one to one sessions with their manager.

Equal Employment Opportunity

We are committed to treating all job applicants fairly and with respect. Our workforce comes from diverse backgrounds; we welcome applications regardless of beliefs, culture, gender identity, ethnicity, sexual orientation, or disability. Please inform us if you need reasonable adjustments, alternative formats, or accessibility support.