Quilter
Complaints Investigator
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Fixed Term Contract Duration - 5 Months
About the Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £141.2 billion in customer investments (as of December 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 a 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: Complaints
- Location: Southampton/hybrid after training
- Contract Type: 6-month FTC (40 hours - Mon-Fri)
As a Complaint Investigator, you will be required to investigate all complaints within a timely manner, adhering to both internal service level agreements and regulatory timescales. The role will involve liaising with all stakeholders, financial advisers, the Financial Ombudsman Service, and other third parties. You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at a time. You will also need to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
About You
As a Complaint Investigator, you will need to have confident communication skills on both the telephone and the ability to compile written responses which must be grammatically correct and free from any industry jargon. You will need to be confident in receiving incoming calls from our advisers, customers, and third parties, as well as making outbound calls where necessary.
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The role will require you to be able to manage under pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customers. You will always have the full support of your colleagues and management when faced with any contentious scenarios. Furthermore, you will need the ability to demonstrate flexibility and prioritise workloads.
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.
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.
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Core Benefits
- Holiday: 182 hours (26 days)
- Quilter Incentive Scheme: All employees are eligible to participate in the incentive scheme, to incentivise business performance and their contribution.
- Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
- Healthcare Cash Plan: Jersey employees only.
- Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
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 believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there.
We are passionate about building an inclusive culture where everyone’s contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us.
We are committed to treating all our job applicants fairly and with respect. Our people come from all kinds of backgrounds and have a wide range of expertise, so we welcome your application regardless of your beliefs, culture, gender identity, ethnicity, sexual orientation, and/or disability. Please contact the talent acquisition team if you need any reasonable adjustments made to the recruitment process, require information in an alternative format, or have any questions around accessibility; we will try our very best to accommodate.
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