Technical Customer Support Lead

2 weeks ago

Salisbury, United Kingdom Nucleus Financial Full time

**About the role**
We're on the lookout for a Technical Customer Support Lead to join our Customer Service Centre.
This role will be responsible for the technical support required in delivering our best loved service. You will be a champion for the customer, while holding a deep knowledge of our business and the retirement industry. You will have an eye for detail and will work well across teams and functions to ensure that we meet our regulatory requirements. The role will require a great deal of stakeholder management and a strong level of communication to deliver outstanding customer service for customers and advisers
**You'll spend your time**:

- Working with our other service colleagues across the organisation to build a best-in-class service proposition, working cross function on areas that make sense
- Through holding a strong understanding of SIPP, SASS and platform products across the retirement market, you will positively challenge the status quo to deliver the Nucleus difference
- Playing an active role in delivering the Consumer Duty actions needed to meet requirements
- Monitoring and overseeing department risks, keeping log and track of all risks, actions, and controls
- Leading on the STAR reporting and relationship with our Third-party administrators, feeding into any regulatory requirements and changes
- Building and maintaining relationships across departments, supporting functions and Third Parties, removing internal barriers that are preventing the flow of work to meet our customer needs
- Representing CX in working groups and forums as required by senior management (e.g., Operational Change demand meetings, monthly IT meetings, Joint Steering committee and Quality Partnerships)
- Leading on the front-line operational readiness for projects, working with all other parties within and outside the project as necessary
- Continuously role modelling Nucleus' values, and inspiring** **others to do the same
- Creating clear and concise reports and recommendations for senior stakeholders where there is the need to escalate issues
- Providing that extra care and attention for our advisers who require an enhanced level of service, arising to being a new win, experienced a recent degradation of service or a firm that has high potential - this could mean supporting our Sales and Distribution colleagues in being the face of Nucleus Service Team.

**A bit about you**
You will be naturally curious, holding a desire to understand the detail - championing what is right and not what is easy. You'll have a deep knowledge of the Retirement Market, especially with SIPP and Platform products, and will demonstrate strong communication and influencing skills to effectively articulate complex information in an understandable way with a variety of senior stakeholders, colleagues, and critical service partners - sharing and tracking delivery of clear recommendations when needed.
You will enjoy delivering against priorities through collaboration with various stakeholders within the business and our Third Party relationships, whilst within a fast-paced environment that allows you to demonstrate your adaptability to deadlines and unforeseen challenges, operating as a champion for our values and vision throughout the wider business.
**We've always placed more importance on cultural contribution above technical ability, but we'd really like you to have/be**:

- In depth knowledge of the SIPP and/or SSAS market, and Nucleus products
- Comfortable with understanding and interpretating regulatory communications
- Strong relationship building skills
- Strong knowledge of Operational processes and systems
- Ability to work independently using your initiative
- Excellent verbal and written communication skills
- High attention to detail
- Strong organisation skills and capacity to multi
- task
- Willingness to try new things and embrace change.
- Ability to make decisions to effectively manage events and issues to resolution.

**A little about us**
Our purpose at Nucleus is to be the best loved retirement wealth platform and create better outcomes for our advisers and their clients. It is this purpose that drives everything we do. Whether you are working in a role that is client facing or not, you'll need to be service obsessed to work here.
It's a fast paced and exciting environment, and one where we believe you will get the chance to fulfil your potential and do work that really matters, to you and our clients. We believe in you having your own chunk of responsibility and being trusted to make things happen.
Nucleus' culture is something our people believe sets us apart from other places they've worked.
**Inclusion and diversity at Nucleus**
As with most things in life, who cares, wins. We really care about inclusion.
For us this is not a box-ticking thing, it's a commercial imperative. It isn't about being PC. It's about being future relevant and durable. Find out more on our inclusion page
We offer a generous blend of b

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