Customer Experience Analyst

2 months ago

Ipswich, Suffolk, United Kingdom Nucleus Financial Full time

About the Role

We're seeking a customer-focused and talented individual to join our team as a Quality Assurance Analyst at Nucleus Financial, to primarily provide complaint quality assurance services and promote excellent customer outcomes.

If you're passionate about customer service and are quality-obsessed, we'd love to hear from you.

We'll be relying on you to:

  • Carry out regular reviews on customer interactions and complaint handling with all team members within the Client Relations Team and on occasion, the wider department.
  • Provide both verbal and written feedback to individuals and the Client Relations Team Manager.
  • Produce detailed feedback summaries, reinforcing the use of positive feedback and highlighting areas for improvement, including conduct concerns, risk event requirements, and training needs.
  • Identify trends that lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
  • Prepare and maintain robust review records, alongside providing regular MI within the Client Relations Team and wider business.
  • Champion the Nucleus values and brand in all aspects of the role.
  • Be a great team player and work with colleagues to ensure team objectives and deadlines are met.

About You

You love to work with smart people and know there's almost always a better way of doing things, even if it can't be delivered immediately. You want to be part of a collaborative culture where you feel empowered but always know you'll never be left alone.

In addition, we'd like the person in the role to have:

  • A proven track record of delivering high-quality work in your current role.
  • Excellent written and verbal communication skills, with the ability to provide feedback in an empathetic, constructive, and tactful way.
  • Excellent attention to detail and strong analytical skills.
  • Strong collaboration skills, able to work closely with people leaders and individuals to share quality results.
  • An ability to identify process and functionality gaps from review outcomes and drive these forwards.
  • A desire for continuous improvements.
  • A good understanding of our values and brand and the ability to actively promote this.
  • A customer-centric attitude and a passion for creating the best outcomes for customers.
  • A positive attitude and be a role-model for excellent customer service.

About Us

Nucleus Financial's purpose is to make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. It's this purpose that drives everything we do.

We're a fast-paced and exciting environment, and one where we believe you'll get the chance to fulfill your potential and do work that really matters, to you and our customers.

We believe in you having your own chunk of responsibility and being trusted to make things happen.

Nucleus Financial's culture is something our people believe sets us apart from other places they've worked. We think big, know our stuff, and move at pace, but always empowering others along the way and breaking new ground to find better ways of doing things.

We know that sometimes the right choice isn't the easy one, so empowering each other and celebrating others' successes, as well as our own, is part of what makes us Nucleus #WeAreNucleus

Inclusion and Diversity at Nucleus Financial

We really care about inclusion.

For us, this is not a box-ticking thing; it's a commercial imperative. It's about being future-relevant and durable.

Find out more on our inclusion page. We offer a generous blend of benefits for the things that really matter to our people, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives, and flexible working options.

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