Servicing Oversight Administrator

Summary

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: 3

Department: Sales Quality / Business Assurance

Location: Remote

Contract: Secondment / Fixed Term Contract

Contract duration: 12 months

The Servicing Oversight Team, established in 2024, is responsible for overseeing the provision of ongoing servicing across Quilter Financial Planning. The team delivers two core functions: Continuous Monitoring and Regular Monitoring.

This role is within Continuous Monitoring Team which is part of the wider Supervision & Assurance function which will support the business in its oversight of adviser and firm activity, specifically relating to the provision of Ongoing Service. The key responsibilities of the role are:

• To ensure advisers adhere to QFP processes related to ongoing servicing and escalate any issues that are identified appropriately.

• Monitor daily servicing alerts, ensuring activity is logged and appropriate communications are issued in a timely manner.

• Manage adviser responses to alerts and facilitate follow up actions.

• Review and categorise tasks and actions, according to process and procedure, for further assessment or resolution.

• Review and support the investigation of anomalies or exceptions.

• Manage escalations and hand-offs to other teams to ensure correct outcomes are achieved and appropriately documented.

• Manage cases from start to finish through various systems, including but not limited to, PowerBI and Dynamics.

• Ensure excellent records management and robust audit trail.

• Support the development of processes and seek systemisation opportunities to improve efficiency across all key processes.

• Provide administration support across all processing teams.

• Support team managers in workflow management and reporting.

• Engage and work with Advisers/Firm throughout the process to provide excellent service.

• Demonstrate good customer outcomes.

• Contribute to building a great environment to work in

• Support with ad-hoc tasks if appropriate and when required. 

About You

We are looking for a candidate with a broad understanding of the Financial Planning markets in terms of Advice, Providers/lenders, platforms, products.

A broad understanding of how Advisers and how AR (Appointed Representative) businesses operate.

Excellent organisational skills and the ability to manage a variety of tasks and responsibilities.

Has a confident approach, self-motivated with good interpersonal skills.

An excellent telephone manner and written communication.

A good working knowledge of excel, word and PowerPoint.

Demonstrate a strong eye for detail while also displaying a willingness to solve problems and improve processes.

Ability to follow processes.

You'll embrace change and initiate new and better ways of working to deliver positive customer outcomes.

Working collaboratively with colleagues – both within the team and across the wider business – this individual will be focused on delivering an exceptional level of service.

Operate efficiently – treat the business as if it’s your own.

Own decisions and tasks – decide and deliver.

Build on own knowledge by self-learning, share knowledge and best practice with colleagues.

Ability to manage workflows within defined timescales.

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