Customer Service Liaison

2 weeks ago

Salisbury, Wiltshire, United Kingdom Nucleus Financial Full time

About the Role

Nucleus Financial seeks a skilled Customer Service Executive to provide exceptional support to our customers and advisers. This dynamic role will be part of our critical front-line team, responsible for handling eComms and phone calls.

As a key member of our Customer Service Centre, you will work collaboratively with Operations to showcase our first-class service and deliver a positive experience to customers and advisers. You will also have the opportunity to interact with and build relationships with other departments throughout the organisation.

Utilising available systems and information, as well as working with the Operational administration and Distributions teams, will be essential in this role. We will ensure you have the necessary training and support to excel in this position.

This is an exciting and varied role with significant scope to deliver value to the organisation through our customers and advisers. Your key responsibilities will include:

  • Representing Nucleus Financial 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 each team brings to shared goals.
  • Identifying how Distribution colleagues can support and deliver resolutions to queries, ensuring the best outcome for all parties.
  • Providing exceptional customer service, demonstrating empathy and understanding while meeting regulatory requirements.
  • Going the extra mile, advocating for customers and advisers.
  • Using clear and concise communication, explaining relevant products, services, and charges accurately.
  • Liaising with stakeholders and colleagues to support identified training and education opportunities.
  • Accurately updating call tagging software to reflect the nature and type of call.
  • Working efficiently in an organised manner.
  • Highlighting and sharing process improvement ideas with colleagues and manager.

Suitable candidates will be required to attend a comprehensive induction programme.

About You

We are looking for a problem-solver who excels in using initiative and analytical skills to identify the best course of action. You will thrive in a fast-paced environment, leveraging your organisational and time management skills to multi-task within set deadlines.

As a professional with a positive outlook, you will take pride in articulating complex information in a friendly and easily understandable way, both through conversation and written communication.

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

At Nucleus Financial, we value cultural contribution and diversity of thought over technical capability. While not mandatory, relevant experience in financial services, understanding interactions and interdependencies across all functional groups and stakeholders, is desirable.

About Nucleus Financial

Our purpose is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. We are a service-obsessed organisation, with a fast-paced and exciting environment where you will have the chance to fulfil your potential and do work that really matters.

We believe in giving you your own chunk of responsibility and trusting you to make things happen. Our culture is something our people believe sets us apart from other places they've worked.

Inclusion and Diversity at Nucleus Financial

We care about inclusion and believe it's a commercial imperative. It's not about being PC; it's about being future-relevant and durable. Find out more on our website.

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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