Client Relations Manager (9 month FTC), Salisbury
Location:
Salisbury, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
1b06fcaee5c2
Job Description:
About the Role
As a Client Relations Manager within our Key Accounts team, you will own a range of responsibilities working closely alongside your Senior Client Relations Manager to support with the administration and management of their designated key firms. You will manage the regional firms on a reactive basis for the team where no Senior Client Relations Manager is in place and be responsible for the service provided to these firms.
The best thing about this role is the integral part you'll play in building relationships with new and existing adviser firms. We'll be relying on you to provide exceptional service, ensuring our customers are at the heart of everything you do. You will manage your own portfolio of adviser partners and will work with people from across the business to ensure queries are dealt with efficiently, always achieving the best possible result for the customer.
You’ll be the face of Nucleus, someone whom our advisers know they can trust and rely on to get things done, always with the best interests of their clients in mind. You’ll be organised and know that working in a collaborative way will result in better ideas. You’ll take pride in managing your relationships with your advisers and will join an energetic and collaborative team that supports each other, always learning and developing.
You should apply if you love:
* Providing extraordinary service to every adviser and client that you interact with and having an in-depth understanding of our customer needs and how our platform and systems operate to meet them.
* Being responsible for various streams of communication including calls, email, and any other correspondence while maintaining the appropriate audit.
* Working in close partnership with firms to maximise their customer experience and supporting your Senior Client Relations Manager and other team members.
* Ensuring effective management and consideration of escalations, non-standard requests, and process queries, ensuring no impact to service delivery or experience for our customers.
* Collaborating with others to deliver the best possible solutions even when under pressure.
* Maintaining processes and procedures, creating and agreeing documentation standards across your team/dept.
* Being proactive and using your initiative to challenge the status quo and find better ways of doing things.
* Planning and managing your own workload, taking ownership of deadlines and adherence to agreed KPIs and SLAs while collaborating with and supporting other team members when needed.
* Having a positive attitude and the ability to constantly adapt to a changing environment.
* Living and breathing the Nucleus values and knowing how the approach you take impacts the client.
* Taking accountability if issues arise, and ensuring you see them through to resolution.
* Taking ownership of your own development and embracing all opportunities to learn and grow.
We'd love you to apply if you have:
* In-depth product and process knowledge of financial products, legislation, and procedures, including understanding our documentation requirements and how things are processed.
* In-depth platform and industry knowledge, including detailed understanding of our platform, wrappers, and our proposition.
* A confident and natural communication style and the ability to collaborate.
* An in-depth risk awareness, understanding and adhering to AML policy, verifying identity, data protection, and security.
* Good judgement to get the right outcome for our clients and Advisers, through your understanding of jurisdiction limitations and our processes.
* Understanding of control frameworks and how these impact on your day-to-day activities.
A bit about you
Your friends would probably describe you as a ‘plate-spinner’. Someone who can keep multiple things progressing all at once and connect the dots with ease. You love working with others and get a real kick out of achieving the best outcomes for all involved. Inspiring will be your middle name as you advocate our vision and communicate with gusto and passion.
At Nucleus, we value cultural contribution and growing our diversity of thought over technical capability. But it would be great if you had some of the following:
* Exceptional relationship management skills and the ability to build strong relationships and influence at all levels.
* Excellent written and verbal communication skills.
* Experience and knowledge of departmental processes.
* Good working knowledge of Microsoft applications, particularly Excel.
* High standards of work with great accuracy and attention to detail.
* Strong organisation skills and ability to multi-task effectively.
* Good analytical and problem-solving skills.
* A team player but also able to work independently.
* Positive and professional attitude.
A little about us
We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage. Our culture, values, and social responsibility are things we keep at the top of our agenda because we know they matter and have a big impact.
Are we a perfect match? Check out and find out!
Inclusion and diversity at Nucleus
We care about inclusion. For us, it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. More diversity means broader experience and a better collective ability to problem-solve.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives, and flexible working options.
If you’d like to find out more about us or the role, please get in touch with our People team.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.
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