Senior Client Relations Manager (9 month FTC), Salisbury
Client: Location:
Salisbury, United Kingdom Job Category:
Customer Service EU work permit required:
Yes Job Reference:
2183b3290512 Job Views:
91 Posted:
22.01.2025 Expiry Date:
08.03.2025 Job Description:
About the Role We’re on the hunt for someone with exceptional customer service skills to join us as a Senior Client Relations Manager. You’ll be responsible for managing a portfolio of adviser firms and working with aligned account managers and support colleagues to provide an excellent level of service. The best thing about this role is the integral part you'll play in building relationships with new and existing adviser firms. We'll be relying on you to provide exceptional service, ensuring our customers are at the heart of everything you do. You will manage your own portfolio of adviser partners and will work with people from across the business to ensure queries are dealt with efficiently, always achieving the best possible result for the customer. You’ll be the face of Nucleus, someone who our advisers know they can trust and rely on to get things done, always with the best interests of their clients in mind. It goes without saying that you’ll be organised and that working collaboratively will result in better ideas. You'll join an energetic and collaborative team that supports each other, always learning and developing - this is a brilliant opportunity to progress your career. We are open to hybrid working and individual circumstances will be considered, although a strong office presence is required to support our service model. You should apply if you love: Providing extraordinary service to every adviser and client that you interact with and having an in-depth understanding of our customer needs and how our platform and systems operate to meet them. Being responsible for various streams of communication including calls, email, and any other correspondence while maintaining the appropriate audit. Working in close partnership with firms to maximise their customer experience, leading regular service calls with firms to keep them informed and actively drive any required improvement. Ensuring effective management and consideration of escalations, non-standard requests, and process queries, ensuring no impact to service delivery or experience for our customers. Collaborating with others to deliver the best possible solutions even when under pressure. Maintaining processes and procedures, creating and agreeing documentation standards across your team/dept. Being proactive, using your initiative to challenge the status quo and find better ways of doing things. Planning and managing your own workload, taking ownership of deadlines and adherence to agreed KPIs and SLAs while collaborating with and supporting other team members when needed. Having a positive attitude and ability to constantly adapt to a changing environment. Living and breathing the Nucleus values and knowing how the approach you take impacts the client. Taking accountability if issues do arise, ensuring you see them through to resolution. Taking ownership of your own development and embracing all opportunities to learn and grow. We'd love you to apply if you have: In-depth product and process knowledge of financial products, legislation, and procedures, including understanding of our documentation requirements. In-depth platform and industry knowledge, including a detailed understanding of our platform, wrappers, and our proposition. Possessing a deep understanding of firm’s structure and their proposition. The ability to prioritise work in a fast-paced environment, ensuring key things are responded to within agreed timescales. A confident and natural communication style and a collaborative approach. An in-depth risk awareness, adhering to AML policy, verifying identity, data protection, and security. Understanding and adhering to all regulatory and company-specific policy. Understanding of cubes data output and Power BI data and how this will support you and your firms. Good judgement to achieve the right outcome for our clients and advisers. Understanding of control frameworks and how these impact your day-to-day work. A bit about you Your friends would probably describe you as a ‘plate-spinner’, someone who can keep multiple things progressing all at once and connect the dots with ease. You love working with others and get a real kick out of achieving the best outcomes for all involved. Inspiring will be your middle name as you advocate our vision and communicate with gusto and passion. At Nucleus, we value cultural contribution and growing our diversity of thought, over technical capability. But it would be great if you had some of the following: Exceptional relationship management skills and the ability to build strong relationships and influence at all levels. Excellent written and verbal communication skills. Experience and knowledge of departmental processes. Good working knowledge of Microsoft applications, particularly Excel. High standards of work with great accuracy and attention to detail. Strong organisation skills and ability to multi-task effectively. Good analytical and problem-solving skills. A team player but also able to work independently. Positive and professional attitude. A little about us We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support. We know that working in partnership and collaboration leads to the best outcomes. Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains focused. Our culture is one of the many things that sets us apart. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts, and enjoy themselves at work. Inclusion and diversity at Nucleus We care about inclusion. It’s not a tick box exercise; it’s a commercial imperative. More diversity means broader experience, a wider set of perspectives, and a better collective ability to problem-solve. At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives, and flexible working options. If you’d like to find out more about us or the role, please get in touch with our People team.
#J-18808-Ljbffr
Client: Location:
Salisbury, United Kingdom Job Category:
Customer Service EU work permit required:
Yes Job Reference:
2183b3290512 Job Views:
91 Posted:
22.01.2025 Expiry Date:
08.03.2025 Job Description:
About the Role We’re on the hunt for someone with exceptional customer service skills to join us as a Senior Client Relations Manager. You’ll be responsible for managing a portfolio of adviser firms and working with aligned account managers and support colleagues to provide an excellent level of service. The best thing about this role is the integral part you'll play in building relationships with new and existing adviser firms. We'll be relying on you to provide exceptional service, ensuring our customers are at the heart of everything you do. You will manage your own portfolio of adviser partners and will work with people from across the business to ensure queries are dealt with efficiently, always achieving the best possible result for the customer. You’ll be the face of Nucleus, someone who our advisers know they can trust and rely on to get things done, always with the best interests of their clients in mind. It goes without saying that you’ll be organised and that working collaboratively will result in better ideas. You'll join an energetic and collaborative team that supports each other, always learning and developing - this is a brilliant opportunity to progress your career. We are open to hybrid working and individual circumstances will be considered, although a strong office presence is required to support our service model. You should apply if you love: Providing extraordinary service to every adviser and client that you interact with and having an in-depth understanding of our customer needs and how our platform and systems operate to meet them. Being responsible for various streams of communication including calls, email, and any other correspondence while maintaining the appropriate audit. Working in close partnership with firms to maximise their customer experience, leading regular service calls with firms to keep them informed and actively drive any required improvement. Ensuring effective management and consideration of escalations, non-standard requests, and process queries, ensuring no impact to service delivery or experience for our customers. Collaborating with others to deliver the best possible solutions even when under pressure. Maintaining processes and procedures, creating and agreeing documentation standards across your team/dept. Being proactive, using your initiative to challenge the status quo and find better ways of doing things. Planning and managing your own workload, taking ownership of deadlines and adherence to agreed KPIs and SLAs while collaborating with and supporting other team members when needed. Having a positive attitude and ability to constantly adapt to a changing environment. Living and breathing the Nucleus values and knowing how the approach you take impacts the client. Taking accountability if issues do arise, ensuring you see them through to resolution. Taking ownership of your own development and embracing all opportunities to learn and grow. We'd love you to apply if you have: In-depth product and process knowledge of financial products, legislation, and procedures, including understanding of our documentation requirements. In-depth platform and industry knowledge, including a detailed understanding of our platform, wrappers, and our proposition. Possessing a deep understanding of firm’s structure and their proposition. The ability to prioritise work in a fast-paced environment, ensuring key things are responded to within agreed timescales. A confident and natural communication style and a collaborative approach. An in-depth risk awareness, adhering to AML policy, verifying identity, data protection, and security. Understanding and adhering to all regulatory and company-specific policy. Understanding of cubes data output and Power BI data and how this will support you and your firms. Good judgement to achieve the right outcome for our clients and advisers. Understanding of control frameworks and how these impact your day-to-day work. A bit about you Your friends would probably describe you as a ‘plate-spinner’, someone who can keep multiple things progressing all at once and connect the dots with ease. You love working with others and get a real kick out of achieving the best outcomes for all involved. Inspiring will be your middle name as you advocate our vision and communicate with gusto and passion. At Nucleus, we value cultural contribution and growing our diversity of thought, over technical capability. But it would be great if you had some of the following: Exceptional relationship management skills and the ability to build strong relationships and influence at all levels. Excellent written and verbal communication skills. Experience and knowledge of departmental processes. Good working knowledge of Microsoft applications, particularly Excel. High standards of work with great accuracy and attention to detail. Strong organisation skills and ability to multi-task effectively. Good analytical and problem-solving skills. A team player but also able to work independently. Positive and professional attitude. A little about us We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support. We know that working in partnership and collaboration leads to the best outcomes. Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains focused. Our culture is one of the many things that sets us apart. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts, and enjoy themselves at work. Inclusion and diversity at Nucleus We care about inclusion. It’s not a tick box exercise; it’s a commercial imperative. More diversity means broader experience, a wider set of perspectives, and a better collective ability to problem-solve. At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives, and flexible working options. If you’d like to find out more about us or the role, please get in touch with our People team.
#J-18808-Ljbffr
