Customer Service Representative

2 weeks ago

Salisbury, Wiltshire, United Kingdom Nucleus Financial Full time
About the Role

We're seeking a highly skilled Customer Service Executive to join our dynamic Customer Service Centre on a permanent basis. This exciting 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 closely with our Operations team to provide exceptional customer service, ensuring that our customers and advisers receive a positive experience. This role will also give you the opportunity to interact with and build relationships with other departments throughout Nucleus.

Utilising our systems and information, 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.

Key Responsibilities
  • Represent Nucleus in a professional manner and handle all phone calls and written correspondence to the highest standard
  • Develop good working relationships and rapport with customers, advisers and external third parties
  • Build and maintain relationships with other internal departments, understanding the value that each team brings towards our shared goals
  • Identify how our Distribution colleagues can support and deliver resolutions to queries that are the best outcome for all parties concerned
  • Provide great customer service, demonstrating empathy and understanding whilst still considering our regulatory requirements and ensuring any actions are identified and appropriately raised
  • Go the extra mile; be an advocate for the customers and advisers
  • Use clear and concise communication that is appropriate for the audience, ensuring relevant products, services and charges are explained accurately
  • Liaise with our stakeholders and colleagues to support identified training and education opportunities
  • Accurately update the call tagging software to reflect the nature and type of call
  • Work efficiently in an organised manner
  • Highlight and share process improvement ideas with your colleagues and manager
About You

We're looking for someone who is a problem-solver, able to use their initiative and analytical skills to identify the best course of action. 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.

You'll be a professional with a positive outlook, able to articulate complex information in a friendly and easily understandable way, both through conversation and written communication.

We value cultural contribution and diversity of thought, so we're looking for someone who is approachable, helpful and willing to go the extra mile. If you have experience in financial services, that's a bonus, but not essential.

About Us

Nucleus Financial is a purpose-driven organisation, dedicated to helping make retirement more rewarding. Our vision is to build the best retirement-focused platform in the UK. We're a fast-paced and exciting environment, where you'll have the chance to fulfil your potential and do work that really matters.

We believe in giving our people autonomy and trust, and we're committed to creating a culture that's inclusive and diverse. We offer a generous blend of benefits, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.

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