Customer Service & Operations Specialist

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £126.3 billion in customer investments (as of August 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!

Level : 3

Department:
Quilter Invest

Location :
Home Worker

Contract type :
Permanent

Quilter Invest is transforming the way individuals save and invest by delivering secure, intuitive, and user‑focused financial solutions. As a UK‑regulated investment and savings platform, we are committed to operational excellence, regulatory compliance, and exceptional client experiences.

We are seeking an experienced Customer Support and Operations Specialist to play a pivotal role in ensuring seamless operational processes and delivering exceptional client experiences.

The position is ideal for a professional with a strong background in financial services or fintech who thrives in a dynamic, fast‑paced environment and is passionate about operational integrity, customer success and takes a proactive approach to process improvement.

Promote a client‑first approach fostering trust and loyalty, through clear, empathetic, and solution‑oriented communication. Serve as a senior escalation point for complex client queries, ensuring timely and accurate resolution across digital channels. Provide expert guidance on onboarding, account management, and transactional processes, maintaining regulatory compliance and service excellence.

Oversee the resolution of operational issues impacting client experience, collaborating with internal teams to deliver solutions. Monitor workflows and identify opportunities to improve efficiency and service delivery. Share insights on recurring client pain points to inform product and process enhancements.

Manage and review transaction processing, including deposits, withdrawals, transfers, and investment allocations, ensuring accuracy and adherence to FCA regulations and internal controls. Monitor operational workflows for discrepancies, proactively identifying and resolving issues to maintain service continuity.

Conduct and review AML/KYC checks, ensuring robust fraud prevention and regulatory adherence. Escalate and document suspicious activity in line with company policy and regulatory requirements.

Partner with product and technology teams to identify operational pain points and contribute to enhancements that improve efficiency and client satisfaction. Participate in preparing, testing and validation of new features, ensuring operational readiness and compliance alignment.

Maintain accurate records of client interactions, operational activities, compliance and operational KPIs to support audit and regulatory obligations. Provide insights…