We are on the lookout for a people obsessed Team Manager to join our thriving Customer Service Centre. This is a newly created opportunity where you will be helping us deliver outstanding customer service whilst we launch our new Platform, so will be an exciting time to join Nucleus and for you to be at the centre of this change. You’ll be responsible for leading, motivating and developing a team of Customer Service Executives to deliver exceptional customer service across our Key Accounts area and Customer Service Centre. Working closely across key stakeholders both internally and externally to proactively look for opportunities to improve and enhance our service. You’ll be part of an energetic and collaborative team that supports each other, is always learning and offers an abundance of opportunity. You’ll spend your time: Supporting your team to provide first class service and getting it right first time, particularly in the early months of joining when our new Platform launches. Working with key stakeholders to share gone wells and improvements is a critical part of this role. Conducting regular 1:1 review meetings with your team to provide feedback and coaching to support ongoing performance and development of individuals. Actively managing team capacity, availability and priorities. Supporting department recruitment, participating in the review and selection of candidates. Identifying opportunities for improvement within your team by utilising Management Information and completing the necessary root cause analysis. Managing absence, performance, and behaviours in line with company policies. Building and maintaining strong relationships with internal colleagues and key account relationships. Ensuring key business updates are communicated and understood by you and your team. Getting involved in business initiatives, playing an active role and being an ambassador for the department. Being proactive and actively looking for ways to make a positive impact. At Nucleus, we’ve always placed high value in cultural contribution and growing our diversity of thought, over technical capability. But it would great if you had some of the following: Experience working within a fast-paced contact centre environment managing telephony and Ecomms. Track record in performance management and leading a team. Ownership of deadlines and adherence to agreed KPI'S’s and SLA’s. Hold prior experience in managing key external relationships. Experience in coaching and developing individuals. Experience working within a regulated environment. Excellent verbal and written communication skills. Ability to effectively manage your own time and deliver against deadlines. Know what excellent customer service looks like and be able to paint this for others. Ability to produce reports and management information. Experience in recruitment process including conducting interviews. Comfortable working cross site with teams that are situated across different locations, although your direct team will be based in Edinburgh with you. A bit about you Your friends might describe you as the ‘super-organised’ one, ridiculously well planned and someone who takes the time to really understand people (both your team, our customers and financial advisers and their needs). You’re the type of person who asks great questions to understand expectations but can react like lightening to solve challenges as they occur. You love mentoring others and get a real kick out of seeing people develop and succeed. You do this by encouraging the right behaviours, supporting our core values, and personally demonstrating them. You’ll set the bar high on performance even when stretching for the team, creating a team environment where high performance and exceptional service is the norm. A little about us We are the Nucleus Group Services Limited 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, we know that working in partnership and collaboration leads to the best outcomes. 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 meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why 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. Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work. Are we a perfect match? Check out this video and find out Inclusion and diversity at Nucleus As with most things in life, who cares, wins. We really 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. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector. More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development. 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, get in touch with our recruitment team.