Senior Client Relationship Executive

3 weeks ago

Salisbury, Wiltshire, United Kingdom Nucleus Financial Full time

Position Overview

We are seeking a dedicated individual with outstanding customer service expertise to take on the role of Senior Client Relations Manager.

Your primary responsibility will be to oversee a collection of adviser firms, collaborating closely with designated account managers and support teams to deliver a superior level of service.

This role is pivotal in nurturing relationships with both new and existing adviser firms. Your commitment to providing exceptional service will ensure that our clients remain at the forefront of your efforts. You will manage your own set of adviser partners and work collaboratively with various departments to address inquiries efficiently, always aiming for the best outcomes for our clients.

As a representative of Nucleus, you will be a trusted resource for our advisers, known for your reliability and dedication to achieving results that prioritize their clients' interests. Being organized is essential, and you understand that teamwork fosters innovative solutions. You will take pride in how you cultivate relationships with your advisers. Joining our dynamic and collaborative team offers a fantastic opportunity for career advancement and ongoing professional development.

We support hybrid working arrangements, and individual circumstances will be taken into account, although a strong presence in the office is necessary to uphold our service model.

We encourage you to consider this role if you are passionate about:

  • Delivering exceptional service to every adviser and client you engage with, possessing a deep understanding of their needs and how our platform and systems can meet them.
  • Managing various communication channels, including calls and emails, while maintaining appropriate documentation standards.
  • Collaborating closely with firms to enhance their customer experience, leading regular service discussions to keep them informed and drive necessary improvements.
  • Effectively handling escalations, unique requests, and process inquiries, ensuring no disruption to service delivery or client experience.
  • Working with others to devise optimal solutions, even in high-pressure situations.
  • Maintaining and refining processes and procedures, establishing documentation standards within your team or department.
  • Being proactive and using your initiative to challenge existing practices and discover more efficient methods.
  • Taking charge of your workload, meeting deadlines, and adhering to agreed KPIs and SLAs while also supporting team members as needed.
  • Upholding a positive attitude and adapting to a dynamic work environment.
  • Embodying the values of Nucleus and understanding how your approach influences client interactions.
  • Taking responsibility for resolving issues that may arise and ensuring they are addressed thoroughly.
  • Owning your professional development and seizing opportunities for growth.

We would love to hear from you if you possess:

  • Comprehensive knowledge of financial products, legislation, and procedures, including documentation requirements and processing guidelines to assist both clients and colleagues.
  • In-depth understanding of our platform and industry, including our offerings and structures.
  • The ability to prioritize tasks in a fast-paced environment, ensuring timely responses to critical matters.
  • A confident communication style and a collaborative spirit.
  • A strong awareness of risk management, adhering to AML policies, identity verification, data protection, and security protocols.
  • Familiarity with regulatory and company-specific policies.
  • Understanding of data outputs and how they can support your work and that of your firms.
  • Good judgment to achieve favorable outcomes for clients and advisers, considering jurisdictional limitations and processes.
  • Knowledge of control frameworks and their daily impact on your responsibilities.

A little about you

Your peers would likely describe you as a 'multi-tasker'—someone who can keep numerous projects moving forward simultaneously and connect various elements seamlessly.

You thrive in collaborative environments and find satisfaction in achieving optimal results for all stakeholders. You are an advocate for our vision, communicating with enthusiasm and clarity.

At Nucleus, we prioritize cultural contributions and diversity of thought over mere technical skills. However, it would be beneficial if you have:

  • Exceptional relationship management abilities, capable of building strong connections and influencing at all levels.
  • Excellent written and verbal communication skills.
  • Experience and knowledge of departmental processes.
  • Proficiency in Microsoft applications, particularly Excel.
  • A commitment to high standards of work, with meticulous attention to detail.
  • Strong organizational skills and the ability to manage multiple tasks effectively.
  • Analytical and problem-solving capabilities.
  • A team-oriented mindset while also being able to work independently.
  • A positive and professional demeanor.

About Nucleus

We are the Nucleus Financial Platforms group, dedicated to making retirement more rewarding. At Nucleus, people are our priority—whether they are our colleagues, advisers, or customers. We believe that partnership and collaboration lead to the best outcomes. Together, we have shaped our platform into what it is today. We work diligently and celebrate our successes.

Our ambition is to create a distinctive platform that places the customer at the center, which has involved rethinking traditional approaches. Although we have made significant progress, our mission remains focused. This is why our culture, values, and social responsibility are always at the forefront of our agenda—they matter and have a substantial impact.

Our culture is one of the many factors that differentiate us from others. We strive to create an environment where our team members feel they can make a meaningful impact, are recognized for their contributions, and most importantly, enjoy their work.

Commitment to Inclusion and Diversity

At Nucleus, we genuinely care about inclusion. It is not merely a checkbox exercise; it is an integral part of our culture and operations. It is a commercial necessity, not just a matter of political correctness. We owe it to ourselves and the industry to contribute to a fair, balanced, and transparent financial services sector.

Greater diversity leads to broader experiences, a wider array of perspectives, and enhanced collective problem-solving abilities. It also ensures we are more representative of our customer base, which is crucial for product development.

At Nucleus, we offer a comprehensive benefits package that addresses the needs of our team members, including a non-contributory pension, bonuses, enhanced parental leave, emergency paid time off, health and wellness initiatives, and flexible working options.

If you would like to learn more about us or the role, please reach out to our People team.

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