Customer Service Manager - Key Accounts

About the role

We’re on the lookout for a people centric person who is keen to develop a team and help drive the success of the business through the Best Loved service delivery for our Key Accounts.

You’ll be responsible for leading, motivating and developing a team of people to deliver exceptional customer service. Working closely across key stakeholders both internally and externally to proactively look for opportunities to improve and enhance our service.

You will effectively communicate both internally and externally on service updates, challenges and solutions, taking forward opportunities and seeing them through to delivery.

You’ll be part of an energetic and collaborative team that supports each other, is always learning and offers an abundance of opportunity.

This is a 6 month FTC initially

You’ll spend your time:

• Building and maintaining strong relationships with internal colleagues and key account relationships.
• Being proactive and actively looking for ways to make a positive impact.
• Dealing with and addressing issues or challenges as they arise.
• Communicating effectively internally and externally keeping all stakeholders up to date and meeting all promises.
• 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.
• 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.
• Ensuring delivery of service commitments are met and proactively managed.
• Performing root cause reviews on service issues, feedback and complaints.
• Own and see through complex cases including all related communications working across the business as needed to achieve the right customer outcomes.

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 customer 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’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.

You are also the person not afraid of taking the lead when things get tough, getting stuck in, effectively dealing with sensitive situations and tackling head on problems and owning them through to conclusion.

You are someone dedicated and committed with a desire to grow within our evolving business.

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 within the Pensions, Savings or Platform industry.
• Hold prior experience in managing key external relationships.
• 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.
• Track record in performance management and leading a team.
• Experience in coaching and developing individuals.
• Ability to produce reports and management information at a senior level.
• Proven track record in dealing with challenging and sensitive situations within a high pace environment.
• A strong sense of ownership and responsibility with willingness to learn.
• Excellent verbal and written communication skills.
• Highly numerate with good attention to detail.
• Adaptable and flexible to changing priorities.
• Prior experience of being part of the delivery of significant change initiatives such an operating system upgrade or alike.
• Ability to constructively challenge the operation to ensure best practice across all teams
• Stakeholder management and effective communication across all levels
• Complex remediation, complaint management and query handling
• Provide in depth root cause analysis and recommendations
• Ownership of deadlines and adherence to agreed KPI'S’s and SLA’s
• In depth understanding of the impact processes have on other areas
• Effectively seeks to resolve escalated issues.
• Effective management and consideration of escalations, non-standard requests and process queries, ensuring no impact to service delivery
• Acts flexibly and does everything required to make a positive difference for customers by ensuring high quality process delivery

A little about us

Our purpose at Nucleus is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. It is this purpose that drives everything we do. Whether you are working in a role that is customer-facing or not, you’ll need to be service-obsessed to work here.

It’s a fast paced and exciting environment, and one where we believe you will get the chance to fulfil your potential and do work that really matters, to you and our customers. We believe in you having your own chunk of responsibility and being trusted to make things happen.

Nucleus’ culture is something our people believe sets us apart from other places they’ve worked. This short film gives you an insight into what it is like to work with us.

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us this is not a box-ticking thing, it’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. Find out more on our inclusion page.

We offer a generous blend of benefits for the things that really matter to our people, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.