Customer Service Executive

2 months ago

Salisbury, United Kingdom Nucleus Financial Full time

**About the role**:
We're looking for a Customer Service Executive to join our thriving Customer Service Centre on a 12 month fixed term contract. **The next induction date for this role is 2nd May 2023.**

This varied role will be part of our critical front-line team, responsible for handling eComms and phone calls from advisers and customers on our pension products.

You'll work as part of a tight-knit department to be the primary point of contact for Operations, taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build relationships with other departments throughout Nucleus.

Utilising the systems and information available, as well as working with the Operational administration and Distributions teams, will be key in this role as we continue to provide an accurate, efficient and well-structured service. We'll ensure you have the training and support to enable you to do your best work.

This is an exciting and varied role with big scope to deliver key value to the organisation through our customers and advisers. Here are some of the activities you'll get involved with as our Customer Service Executive:

- Representing Nucleus in a professional manner and handling all phone calls and written correspondence to the highest standard
- Developing good working relationships and rapport with customers, advisers and external third parties
- Building and maintaining relationships with other internal departments, understanding the value that each team brings toward our shared goals
- Identifying how our Distribution colleagues can support and deliver resolutions to queries that are the best outcome for all parties concerned
- Providing great customer service, demonstrating empathy and understanding whilst still considering our regulatory requirements and ensuring any actions are identified and appropriately raised
- Going the extra mile; being an advocate for our customers and advisers
- Using clear and concise communication that is appropriate for the audience, ensuring relevant products, services and charges are explained accurately
- Liaising with our stakeholders and colleagues to support identified training and education opportunities
- Accurately updating the call tagging software to reflect the nature and type of call
- Highlighting and sharing process improvement ideas with your colleagues and manager

**A bit about you**:
Your friends might describe you as the 'problem-solver'. You love using your initiative and analytical skills to identify the best course of action, going the extra mile to ensure you deliver a positive result.

You'll enjoy working within a fast-paced environment that gives you the opportunity to use your organisational and time management skills to multi-task within set deadlines. Professional with a positive outlook, you'll take great pride in your ability to articulate complex information in a friendly and easily understandable way, both through conversation and written communication.

You'll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.

**We've always placed more importance on cultural contribution above technical ability, but we'd really like you to have/be**:

- A strong team player who is approachable, helpful and willing to go the extra mile
- Confidence to use your own initiative and problem-solving skills
- Ability to prioritise and remain agile with conflicting work demands
- Experience in financial services, with an understanding of interactions and interdependencies across all functional groups and stakeholders
- The ability to communicate and translate the technically complex to simple and easily understood, both verbally and written
- A willingness to try new things and embrace change
- A 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. Together, we've shaped the platform to how it is today. We work hard, and we celebrate hard too.

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 just as focused. That's why our culture, values, and social responsibility are things we keep at the top of our agenda - because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. 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

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