Customer Service & Operations Specialist

Quilter; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Dartford is looking for an experienced Customer Support and Operations Specialist. The role emphasizes operational excellence and regulatory compliance, focusing on creating exceptional client experiences. Candidates should have a strong background in financial services or fintech, along with excellent communication and multitasking skills. The position is remote and offers a permanent contract, making it appealing to those passionate about operational integrity and customer success.

Benefits

182 hours holiday (26 days)

Participation in incentive scheme

Non-contributory pension

Private medical insurance

Life assurance (4x salary)

Income protection (75% salary)

Flexible benefits for UK employees

Qualifications

• Solid experience working in financial services, fintech, or investment operations.
• Strong understanding of UK regulatory frameworks (FCA, AML/KYC).
• Proven ability to manage complex client issues and operational challenges.

Responsibilities

• Promote a client-first approach, ensuring timely resolution of complex client queries.
• Oversee resolution of operational issues impacting client experience.
• Manage transaction processing while ensuring regulatory compliance.

Skills

Operational integrity

Client success orientation

Process improvement

Communication skills

Organizational skills

Multitasking

Education

Experience in financial services or fintech

Tools

Microsoft Word

Microsoft Excel

Job description

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 : 3

Department: Quilter Invest

Location : Home Worker

Contract type : Permanent

Quilter Invest is transforming the way individuals save and invest by delivering secure, intuitive, and user‑focused financial solutions. As a UK‑regulated investment and savings platform, we are committed to operational excellence, regulatory compliance, and exceptional client experiences.

We are seeking an experienced Customer Support and Operations Specialist to play a pivotal role in ensuring seamless operational processes and delivering exceptional client experiences.

The position is ideal for a professional with a strong background in financial services or fintech who thrives in a dynamic, fast‑paced environment and is passionate about operational integrity, customer success and takes a proactive approach to process improvement.

Client Support Leadership

Promote a client‑first approach fostering trust and loyalty, through clear, empathetic, and solution‑oriented communication. Serve as a senior escalation point for complex client queries, ensuring timely and accurate resolution across digital channels. Provide expert guidance on onboarding, account management, and transactional processes, maintaining regulatory compliance and service excellence.

Service Quality and Process Management

Oversee the resolution of operational issues impacting client experience, collaborating with internal teams to deliver solutions. Monitor workflows and identify opportunities to improve efficiency and service delivery. Share insights on recurring client pain points to inform product and process enhancements.

Operational Support

Manage and review transaction processing, including deposits, withdrawals, transfers, and investment allocations, ensuring accuracy and adherence to FCA regulations and internal controls. Monitor operational workflows for discrepancies, proactively identifying and resolving issues to maintain service continuity.

Risk and Compliance Management

Conduct and review AML/KYC checks, ensuring robust fraud prevention and regulatory adherence. Escalate and document suspicious activity in line with company policy and regulatory requirements.

Process Improvement and Collaboration

Partner with product and technology teams to identify operational pain points and contribute to enhancements that improve efficiency and client satisfaction. Participate in preparing, testing and validation of new features, ensuring operational readiness and compliance alignment.

Reporting and Governance

Maintain accurate records of client interactions, operational activities, compliance and operational KPIs to support audit and regulatory obligations. Provide insights and reporting to senior management on operational performance and client experience trends.

About You

• Solid experience working in financial services, fintech, or investment operations
• Strong understanding of UK regulatory frameworks (FCA, AML/KYC).
• Proven ability to manage complex client issues and operational challenges with professionalism and strategic thinking.
• Experience in process improvement, with the ability to identify inefficiencies and contribute to operational enhancements.
• Exceptional organisational and multitasking skills, with a proactive approach to problem‑solving.
• Excellent written and verbal communication skills, capable of conveying technical concepts clearly and confidently.
• Highly organised, detail‑oriented, and confident working with digital platforms and evolving technologies.
• Competent in using Microsoft Word, Excel, and other standard office applications, with the ability to create reports and analyse data effectively

#LI-PM1

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.