Service Centre Lead

time left to apply End Date: September 1, 2025 (11 days left to apply)

job requisition id R4759

About the Business Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

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: 5

Department: COO, Operations

Location: Southampton, United Kingdom

Contract Type: Permanent

Regulated/Non-Regulated: Non-Regulated

As an integral part of the COO Operations Function, the Customer Interaction teams, are dedicated to designing and delivering a market leading level of customer service to all of Quilter's customers, ensuring that they are always at the heart of what we do. Working alongside specialists in Customer Experience, Customer Inclusion and Complaints, the Service Centre Lead is a key leadership role, tasked with the smooth delivery and future focused innovation of our Customer Contact Centre.

The Quilter Customer Service Centre (CSC) currently consists of circa 80 agents, who perform technical roles, speaking to our customers day in day out on complex matters that require a robust training programme, continued development and an in-depth product knowledge. The Service Centre Lead is responsible for ensuring service standards are fully adhered to by deploying adequate resources and utilising quality monitoring tools to drive out enhanced performance. Quilter is an ambitious organisation that continuously seeks to improve, innovate and leverage technology solutions to enhance our service. In this role you will be at the forefront of this innovation, using external thinking and data backed decision making to help shape the CSC of the future.

Key responsibilities will include:

• Develop and implement contact centre strategy aligned with business objectives
• Oversee daily operations across voice, email, chat, and social channels
• Lead and inspire contact centre managers by role modelling company values and effective leadership, setting and tracking clear KPIs (service levels, quality scores, productivity, Peakon), and driving accountability through data-driven coaching and proactive intervention
• Lead workforce planning, including forecasting, scheduling, and capacity management. As part of this, establish, review and achieve financial budgets and headcount levels, driving recruitment needs
• Encourage and role model innovation, think strategically and creatively about the future skills required in your function and take steps towards obtaining them using apprenticeships and other developmental opportunities
• Champion continuous improvement through process optimisation, automation, and technology adoption (with a particular focus on AI)
• Manage budget, vendor relationships, and procurement of third-party services
• Foster a customer-centric culture, driving initiatives that enhance employee engagement and retention
• Building and maintaining effective relationships with internal stakeholders such as the other operational leaders and our distribution and marketing teams
• Collaborate with cross-functional teams (Technology, Marketing, Distribution, Product, Operations) to support embedding customer insights into decision-making
• Identify areas of risk ensuring adequate controls are in place to manage them

Consumer Duty

Whilst this isn't a directly customer facing role, the duties you will perform support direct overall positive outcomes for our customers by enabling our leaders to make informed decisions which balance the trade-off between risk and reward and ensure regulatory compliance. This contributes to improved services, customer centric outcomes, stability, responsiveness, and overall customer satisfaction.

About You

• Experience of leading, at a senior level, a Customer Service Centre is a must, (ideally in a regulated environment) including planning and training teams
• Experience of leading through a transformational period, the ability to think creatively and bring external thinking into your plans
• A continuous improvement mindset, not afraid to take risks
• Ideally, you will have some experience of using AI to create solutions, even if this is only at a conceptual level
• Strong relationship building and stakeholder management skills at all levels
• A dedicated and passionate leader who deeply cares about your people, is approachable and champions a high-performance culture through motivating and empowering
• You will be someone who enjoys change, is open minded and always seeks to improve the overall experience for our customer

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.