Client Services Lead

Quilter Investors Limited; Southampton; On-site; GBP 50,000 - GBP 70,000; Full time

Job summary

A leading wealth management firm in Southampton is seeking a Lead Role in Adviser & Client Servicing to ensure exceptional customer outcomes and operational excellence. This position involves managing teams, overseeing service levels, and driving continuous improvement initiatives. The ideal candidate will have proven leadership experience in a financial services context, with strong skills in stakeholder management and risk compliance, aiming to transform operations for better customer experiences.

Benefits

182 hours holiday (26 days)

Pension Scheme

Private Medical Insurance

Qualifications

• Proven experience in managing teams and delivering operational excellence.
• Strong leadership, coaching, and development skills.
• Excellent stakeholder management, collaboration, and communication skills.

Responsibilities

• Lead and develop multiple teams, ensuring service excellence.
• Own service levels and KPIs, driving improvements.
• Ensure compliance with regulatory and risk frameworks.

Skills

Leadership

Stakeholder Management

Operational Excellence

Risk Management

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: 4Location: SouthamptonContract: PermanentReporting into the Head of Client & Adviser Servicing, the purpose of this new role is to lead a small group of teams within Adviser & Client Servicing, ensuring the delivery of outstanding customer outcomes and operational excellence.The role balances strategic and tactical responsibilities with accountability for service levels, KPIs, change initiatives and staff development. You will provide management cover for the Head of Client and Adviser Services as required and hold delegated responsibilities.Key responsibilities of the **Lead Role** include:**Leadership & Team Management*** Lead, develop, and motivate 2-4 direct reports (Team Managers), fostering a culture of service excellence and continuous improvement.* Provide management cover during absences and act as delegate for the Head of Client and Adviser Services.* Deploy teams effectively, balancing delivery of goals with skill development.* Maximise team performance through regular check-ins, feedback, and coaching. Identifying and supporting staff development needs.* Take ownership of overall team engagement, ensuring results from engagement surveys are built into plans and acted upon.* Promote inclusion, diversity and belonging, ensuring equal opportunities for all team members.**Operational Performance & Service Delivery*** Own service levels and KPIs for the sub-area, ensuring performance is measured and improved.* Build and maintain operations that deliver excellent service in line with agreed SLAs.* Analyse ActiveOps data and oversee performance, driving improvements and enhancements.* Provide timely and accurate reporting to Senior Leadership.* Participate in capacity planning processes.* Maintain oversight of performance within the sub-area.* Utilise RCA and Customer Feedback to understand where there are improvement opportunities, take ownership and drive change**Risk, Compliance & Audit*** Maintain process ownership, including RCSA (Risk and Control Self-Assessment) and risk management strategies.* Ensure business activities comply with regulatory, governance, and risk frameworks.* Own audit processes and deliver timely responses to findings.* Ensure key risk and FCA requirements are met, including T&C and TCF adherence.* Conduct risk and compliance reporting, escalating issues as required.**Strategic & Delivery*** Balance strategic planning with day-to-day operational management.* Provide input into wider ops strategy and ensure alignment with organisational goals.* Lead and support change initiatives, including operational transformation and process enhancements, driving improvement and efficiencies in the area.* Demonstrate commercial awareness of the latest trends and issues within the area of specialism.* Represent Quilter at Industry forums and events linked to area of responsibility**Stakeholder Management & Collaboration*** Work collaboratively with all leads across the area to ensure seamless service delivery.* Build strong relationships with internal and external stakeholders.* Encourage collaboration, teamwork, and open communication.* Work closely with the Leads in the Operational Excellence area to optimise performance and customer outcomes* Cover for Head of Client and Adviser Services and hold delegated responsibilities as required.**Consumer Duty**This role will directly impact good customer outcomes by focusing on the end customer, challenging industry practices, and striving for a more efficient and digital processes, both internally and externally to positively impact the overall customer experience# ****About You****To be successful in this role, you will be able to demonstrate the following skills & experience:* Proven experience in managing teams and delivering operational excellence. Financial services would be beneficial, but not essential.* Strong leadership, coaching, and development skills. Able to build organisational capability and champion technical skills development.* Excellent stakeholder management, collaboration and communication skills. Able to influence and challenge appropriately.* Experience in driving change and continuous improvement initiatives within teams. Able to analyse problems and risks objectively and systematically.* Experience in delivering efficiency improvements.* Ability to balance strategic thinking with tactical execution.* Understanding of risk management and audit processes.* Able to maintain focus and drive for results, operating calmly under pressure.#LI-FD1#Quilter****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