Customer Service Improvement Analyst

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: 2

Department: Business Performance & Optimisation

Location: Quilter House, Southampton

Contract type: Permanent

This role is part of our early careers programme and is best suited to those new to the industry or seeking their first professional role.

Our busy Business Performance and Optimisation team is a rewarding place to work. We are at the centre of the business in supporting process & quality optimisation, continuous improvement and problem solving.

You will have the opportunity to work within our operations and wider COO function. It is an exciting time for the business with lots of change in flight. You will be able to develop your career at Quilter, through exposure to a variety of interesting work, contributing to and supporting future Lean training delivery and coaching.

We are a customer/adviser outcome driven team, and as a result are at the forefront of change in Quilter Operations. Working successfully with the business and building strong relationships with our stakeholders, we work together to implement service Improvements.

As an analyst in the team, you will be actively involved in various strategic change projects. Using data to make recommendations for improvements and support business cases/benefit realisation. The role requires an initiative-taker who is ambitious, works well independently as well as in a supportive team.

Our projects reach different departments and locations, you should be able to build a successful network through delivering on time and to a high quality.

About You

To succeed in this role, you have/able to:

• A positive outlook and eager to learn
• Work well with people but also able to self-motivate
• An interest in analytics
• A keen eye for improving processes and outcomes for customers
• Excellent communication, numeracy, and literacy skills
• A good knowledge of Microsoft packages (Excel/Word/PowerPoint/Dynamics)
• Experience of using Microsoft Copilot (Quilter’s chosen AI provider) or equivalent (AI) for writing reports/comparing information or research - desirable
• Adaptable and able to complete more than one task at a time
• Willing to talk to new people and build strong business relationships

Key Responsibilities:

Getting to know our business

• Work with members of the team to understand what our team offer and how we work with the business to improve performance
• Shadow all members of the CSI team to understand all roles and responsibilities and current projects in progress
• Work with your coach to plan and agree a development programme to support your role

Service & Process Improvement

• Work with your coach to analyse existing customer service processes to identify inefficiencies and areas for enhancement.
• Support with the design and implementation of process improvements that align with customer expectations and business objectives.
• Attend workshops and stakeholder sessions to gather insights and co-create solutions.

Performance Analysis

• Monitor and report on key performance indicators (KPIs) related to customer service.
• Conduct root cause analysis on service issues and recommend data-driven solutions.
• Work with your coach to present actionable insights and improvement proposals to senior stakeholders.

Project Management

• Contribute to service improvement initiatives, ensuring timely and effective delivery.
• Complete project documentation and ensure alignment with Quilter’s governance standards.

Stakeholder Engagement

• Build solid business relationships
• Communicate improvement plans and progress clearly and effectively with your coach

Utilisation of Microsoft Copilot (desirable)

• Integrate Microsoft Copilot to enhance productivity and streamline workflows within the team.
• Engage in best practice sharing sessions to support the adoption and effective use of Microsoft Copilot across all operational units.

#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 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.