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Administrative Support Co-ordinator

Newcastle Upon Tyne, UK
Closing date
16 Oct 2020

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Contract Type
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Job Details

XPLAN & IO Support team SLA's include; Quality 95%, Queries resolved by the end of the next working day 95%, Calls Answered 95%.

About us

Quilter Financial Planning is part of Quilter, a leading provider of advice, investments and wealth management, with a portfolio over £118.7 billion of investments on behalf of over 900,000 customers worldwide (as at October 2019). Established in 2006, we've grown to become the UK's largest distributor of financial advice. In fact, over 3,000 advisers have chosen us as the place to develop and grow their businesses. Why, because we have the size, financial strength and people with the knowledge and expertise to help advisers achieve more. You won't just find diverse, talented and friendly teams here either. You'll also discover an inclusive culture and every opportunity for personal and professional development.

About the role
  • Provide excellent customer service to our Advisers - reactively and pro-actively manage and assist Advisers to improve their knowledge and resolve queries/issues within an appropriate timeframe
  • Deal with inbound queries from all Advisers and ARs relating to uploading business onto our Point of Sale system or issues
  • Working alongside second and third tiers and system providers to effectively raise defects and enhancements and relationship management
  • On a rota basis provide advanced support to team members by effectively managing the second-tier queries and technical investigation
  • Contribute to the retention of firms via excellent customer service and up to date product and system knowledge
  • Provide technical processing for advisers when dealing with investment valuations (Bulk Mapping) and maintain a high-quality record for data protection purposes.
  • Root cause analysis of the types of queries coming into the team - Arranging and hosting 'hot topic' webinars, web training and creating useful documentation such as user guides assist in day to day queries
  • Assist as a Subject Matter Expert on specified projects
  • Contribute to building a great environment to work in via teamwork and collaboration across the business
  • Help Advisers increase business levels by offering support in the sales process.
  • Ownership of decisions and tasks - decide and deliver
  • Build and maintain good relationships with Quilter Financial Planning staff, particularly those who are stakeholders
  • Working alongside the XPLAN Field team to ensure the vision is preserved
  • Identify risks and report to Team Leader / Manager
  • Adhere to company and FCA standards relating to data protection, GDPR, legality and financial crime
  • Operate efficiently, helping to identify waste/duplication in processes
  • Build on own knowledge by self-learning, share knowledge and best practice with colleagues
  • Manage own progression and development through delivery of objectives
  • Provide additional adhoc support to the XPLAN Support Team Manager when required for administration tasks such as team rota, Management Information, inbox management, workflow administration, webinar co-ordination
  • Develop knowledge and expertise in account set up and maintenance, achieving high quality rates in order to protect data and prevent breaches
  • Continuous learning and self-development on a weekly basis to keep informed of frequent changes and enhancements to the system
  • Continuous development in knowledge of all known defects and workarounds impacting the system
  • Achievement of fully competency will act as a training mentor to all members of staff across the business to support their learning and development on our systems
  • Contribution and input to team meetings via presentations and discussions
  • Involvement within the Staff Forum via feedback or representation

About you
  • Understand Data Protection processes and escalate breaches or events
  • Customer confidentiality is essential
  • Experience of working in a customer focused environment, with an emphasis on a high end clientele within a business relationship
  • Experience of working with technology systems is essential
  • Experience of working in a Financial Services environment is preferred, but not essential
  • Experience of working with financial advisers and an awareness of their business development needs is preferred, but not essential
  • A broad understanding of products in Financial Services (Pensions and Investment, Mortgages and Protection) and Financial Services regulation including the Retail Distribution Review (RDR) and Mortgage Market Review (MMR) is required
  • Competence required in regulations such as Data Protection, Anti-Money Laundering, Anti Bribery, Financial Crime Policy, Data Security and Treating Customers Fairly
  • Competence required in data protection, anti-money laundering requirements, Financial Crime Policy, data security and Treating Customers Fairly concepts


No matter what job you do you should feel valued and appreciated. That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create.

Core Benefits (Fixed Term Contract)

Holiday: 26 days

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits

Core Benefits (Perm)

Holiday: 26 days

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Private Medical Insurance: Single cover as standard, cover can be increased at your own cost

Life Assurance: 4x your salary, cover can be increased at your own cost

Income Protection: 75% of salary payable after 26 weeks of absence

In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.

Our promise

At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.
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