Telephone Based Relationship Manager

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £119.4 billion in customer investments (as at end December 2024). 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.

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.

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: QFP - Network

Location: Homebased, United Kingdom

Contract Type: Permanent

Regulated/Non-Regulated: Non-Regulated

You will be the primary relationship support for a number of firms across the UK, predominately via the telephone with national coverage. There will be the occasional need to attend in person events or team meetings. You will be a key part of the support team dedicated to assisting ARs within the Mortgage and Protection Network.  The purpose is to enable ARs to achieve their business plans, maximise productivity and drive good customer outcomes through the promotion of the network’s proposition.

• Owning a defined segment of ARs in our Mortgage and Protection network, aligning to a number of principals, partners and advisers, you will be the primary relationship contact for them and you will assist them on a proactive and reactive basis to meet their associated sales targets through sales management, influence and individual objectives.
• Meet corporate objectives and targets by supporting principals and their advisers within your segment whilst ensuring customers have access to full financial planning to suit their needs. 
• Establish opportunities for your firms to grow their businesses/achieve their objectives by utilising your understanding of market trends, customer insight and MI. 
• Ensure customers are at the heart of your decision making. 
• Provide additional support for Key Accounts, assisting the Regional Manager/s to maintain productive relationships, coordinating opportunities and resolving issues through additional desk-based support.
• Support corporate initiatives to increase business through campaign management and event attendance/follow up.
• Meet corporate objectives and targets and pro-actively manage and improve individual quality metrics with advisers to ensure that we deliver the highest quality of mortgage lending to our partners and that the advice provided delivers good customer outcomes.
• Assist your firms with advice process and sales process queries and coordinate any remedial training that has been identified with individual advisers.
• Regularly contact your ARs to follow up key announcements and promote products, exclusives rates, incentives and campaigns and also to aid retention.
• Develop strong relationships within key functions of the business to assist and enable pro-active problem resolution.
• Maintain a strong sense of team working and actively look for opportunities for cross-collaboration to share best practice and success.
• Drive attendance to sales and training events.
• Own and deliver TCF practices which embed customers’ principles.
• Maintain an up to date knowledge of lender mortgage criteria, products and packaging requirements. Liaise with providers to resolve any issues that may arise for the adviser.

Consumer Duty

We put the customer at the heart of what we do by ensuring that all decisions deliver good customer outcomes and take responsibility for treating customers fairly at all times.

About You

• You will have a wealth of experience working in the Intermediary Mortgage Sector - ideally someone who has previously advised on Mortgages and Protection.
• Extensive knowledge of the lending market in terms of Intermediary lending/lenders criteria and products
• Knowledge of the protection market in terms of intermediary products and criteria.
• Experience of working in IFA, Multi Tie and Restricted environments advantageous although not essential. 
• A proven history of telesales or non-face to face sales preferable but not essential.
• Some experience of account/relationship management desirable demonstrating sales and influence
• A working knowledge of a mortgage sourcing system preferably Trigold/Topaz.
• A good working knowledge of excel, word and PowerPoint as well as other management systems (WebEx, 360, Workbench, Extranet, operations, compliance, commissions)
• Strong knowledge and understanding of Financial Services regulation and the financial advice market
• Understanding of the lenders quality measures and impacts to the wider intermediary market.
• A good understanding of the approach to core requirements for an AR firm/adviser achieving competence, supervision, data protection, anti-money laundering requirements, Financial Crime Policy, data security and Treating Customers Fairly concepts.
• A strong understanding of how an AR functions including typical operating models, best practices, advice processes and additional requirements.

Qualifications:

• You will be CeMAP qualified.

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.