Customer Service & Operations Specialist

Quilter Investors Limited; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services firm is seeking a Customer Support and Operations Specialist to enhance client experiences and ensure operational integrity. The role requires strong communication skills, an understanding of UK regulatory frameworks, and experience in process improvement. This is an opportunity for someone passionate about delivering exceptional service and eager to contribute to a transformative team within the investment space. Flexibility to work from home is included.

Benefits

26 days holiday

Incentive scheme

Pension scheme

Private medical insurance

Life assurance

Income protection

Qualifications

• Strong background in financial services or fintech.
• Experience in managing complex client issues.
• Proficiency in operational integrity and customer success.

Responsibilities

• Promote a client-first approach and resolve complex client queries.
• Oversee operational issues impacting client experience.
• Manage transaction processing ensuring adherence to regulations.
• Conduct AML/KYC checks for fraud prevention.
• Collaborate with product teams for operational improvements.

Skills

Client-first approach

Complex issue resolution

Process improvement

Organizational skills

Communication skills

Education

Experience in financial services or fintech

Understanding of UK regulatory frameworks (FCA, AML/KYC)

Tools

Microsoft Word

Excel

Job description

# ****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!# ****About the Role****Level: 3Department: Quilter InvestLocation: Home WorkerContract type: PermanentQuilter 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.**Client Support Leadership**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.**Service Quality and Process Management**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.**Operational Support**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.**Risk and Compliance Management**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.**Process Improvement and Collaboration**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.**Reporting and Governance**Maintain accurate records of client interactions, operational activities, compliance and operational KPIs to support audit and regulatory obligations. Provide insights and reporting to senior management on operational performance and client experience trends.# ****About You***** Solid experience working in financial services, fintech, or investment operations* Strong understanding of UK regulatory frameworks (FCA, AML/KYC).* Proven ability to manage complex client issues and operational challenges with professionalism and strategic thinking.* Experience in process improvement, with the ability to identify inefficiencies and contribute to operational enhancements.* Exceptional organisational and multitasking skills, with a proactive approach to problem-solving.* Excellent written and verbal communication skills, capable of conveying technical concepts clearly and confidently.* Highly organised, detail-oriented, and confident working with digital platforms and evolving technologies.* Competent in using Microsoft Word, Excel, and other standard office applications, with the ability to create reports and analyse data effectively#LI-PM1****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.**We create brighter financial futures for every generation.We do this by guiding our customers and their families through the complexity of planning for their financial future, responding to their rapidly evolving needs and giving them peace of mind. And, with all that’s happening in the world today, our role in society has never been more meaningful.Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly