About the Role
The Client Support Manager is an exciting new role supporting the Head of Client Support in servicing a portfolio of clients managed through a team of Client Partners. The role is business-focused, client-facing, and covers all aspects of the relationship, commercial, and the risk environment in which the business operates.
You will have responsibility for leading contract negotiations for some of our clients through to conclusion. Developing strong working relationships with those clients during the period of negotiation, understanding their requirements and strategy, ensuring their needs are met all within the risk appetite of NSSL.
You will collaborate with cross-functional teams to proactively address clients’ needs and concerns. Ensuring we can deliver our contractual services and striving always to improve them.
You will ensure our clients' needs are represented in cross-client impacting projects, including new client onboarding.
You will oversee variations to contracts driven by product or service enhancements or changes.
You will manage, coach, and develop a team of Client Support Administrators, ensuring high-quality, efficient support is delivered in accordance with Client and NSSL requirements and with a consistent approach.
Through all of this activity, you will support the NSSL Senior Leadership Team in driving business growth through high-quality client support and contract activity.
About You
We are looking for a confident and capable communicator with the ability to engage effectively with stakeholders at all levels, whilst being able to challenge constructively and assertively when required. You will be able to demonstrate exceptional client relationship skills.
You will have a successful track record in contract negotiations, with high commercial awareness, personal gravitas, and influence.
You will have an understanding of the regulatory environment for financial services with specific experience in Banking Services, particularly Savings Management being advantageous.
You will be experienced in providing complex managed services to Clients and have demonstrable experience of team management and leadership.
About Us
Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs.
We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.
Our Client Partnership team provides a critical link between our Newcastle Strategic Solutions business and clients. We are responsible for managing and developing the key relationships across client organisations, ensuring high levels of client satisfaction as well as actively growing the value of the relationship for both parties.
Client Partnerships support our clients in meeting their regulatory obligations by overseeing and governing the services Newcastle Strategic Solutions deliver. The Client Partnership team are a catalyst for growth, engaging with our clients to overcome challenges, create value, shape changes and work with other key internal teams to ensure we provide the best possible service to our Clients.
As part of the Newcastle Building Society Group, you will be working in an exciting, friendly, and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.
As an inclusive employer and member-owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.
What do you get in return?
As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
* Hybrid working – typically 3 days’ homeworking and 2 days’ office based
* A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours
* 30 days holiday each year plus bank holidays
* Bonus Scheme (paid annually) - On target 10%, up to 15% depending on performance
* Colleague mortgage scheme and access to our financial advisors
* Private medical insurance
* Pension scheme (up to 9% employers’ contribution)
* Life assurance (4x salary) and income protection
* Access to a range of wellbeing benefits, including Medicash scheme
* Electric car salary sacrifice scheme
* Cycle to Work scheme
* Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
* An extra day’s holiday for your birthday
* The option to buy and sell holidays
* Two paid volunteering days each year
* A broad range of learning and development opportunities
* Access to a range of high street and online discounts
* Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
* A wide range of recognition initiatives to recognise and reward great performance
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you. You can contact your Recruiter for this vacancy at kate.wilkinson@newcastle.co.uk
Job Type: Full-time
Pay: £45,624.00-£68,436.00 per year
Additional pay:
* Bonus scheme
* Yearly bonus
Benefits:
* Bereavement leave
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* On-site gym
* On-site parking
* Private medical insurance
* Sick pay
Schedule:
* Monday to Friday
Work Location: In person
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