• Deliver a best in class adviser experience

  • Monitor new enquiries and provide clear, helpful and accurate responses within agreed service levels.
  • Understand the guidance
  • Use existing guidance to resolve enquiries, involving specialists or escalating when further advice or approval is needed.

• Own each query from start to finish

  • Keep advisers updated, follow up agreed actions and make sure every enquiry reaches a clear conclusion.
  • Turn enquiries into insight
  • Keep accurate records and spot recurring themes, guidance gaps and opportunities to improve the adviser experience.

• Connect with experts across Quilter

  • Work with colleagues across Marketing, Distribution, Risk and Compliance, Operations and other specialist teams to resolve enquiries.

• Make support simple and consistent

  • Keep mailbox processes, response templates, frequently asked questions and guidance clear and up to date.

• Help shape a better service

  • Suggest practical ways to make responses clearer, reduce repeat enquiries and help advisers find information more easily.

• Wider marketing activities

  • When opportunities arise, support content updates, campaigns and projects by checking information, coordinating feedback or completing agreed actions.

About You

You will be highly organised, detail-oriented and able to manage multiple requests and projects simultaneously. A strong communicator with excellent written and verbal skills, you'll be comfortable working with colleagues at all levels and engaging with a wide range of external stakeholders.

We're looking for someone who:

• Has experience in customer service, marketing support, administration or a similar enquiry-based role.
• A confident written communicator who can explain information clearly and professionally.
• Well organised and responsive, with the ability to manage a shared mailbox, priorities and follow-up actions.
• Strong attention to detail and the judgement to resolve or escalate queries appropriately.
• A collaborative approach, working across teams to gather information and coordinate responses.
• An interest in marketing or financial services, with a willingness to learn our tools, processes and regulatory requirements.
• Confident using Microsoft Office; experience of shared mailboxes, case management tools or enquiry trackers would be useful.
• Curious about AI and keen to use it responsibly to streamline tasks and improve efficiency.
• A proactive team player who takes ownership, asks questions and looks for ways to improve adviser support.

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.