About The Role
We’re seeking a people-centric individual eager to develop a team and contribute to the success of our business through delivering the Best Loved service for our Key Accounts.
You will lead, motivate, and develop a team to provide exceptional customer service. Collaborating closely with internal and external stakeholders, you will proactively seek opportunities to improve and enhance our service offerings.
Effective communication of service updates, challenges, and solutions will be key, ensuring opportunities are pursued and delivered successfully.
You will be part of a dynamic, collaborative team that values support, continuous learning, and growth opportunities.
Your Responsibilities
1. Build and maintain strong relationships with colleagues and key accounts.
2. Proactively identify and implement improvements.
3. Address issues and challenges promptly.
4. Communicate effectively with stakeholders, keeping them informed and meeting commitments.
5. Conduct regular 1:1 meetings for feedback and coaching.
6. Manage team capacity, availability, and priorities.
7. Participate in recruitment and selection processes.
8. Utilize management information for continuous improvement.
9. Manage absence, performance, and conduct in accordance with policies.
10. Ensure key updates are communicated and understood.
11. Engage in business initiatives and represent the department.
12. Ensure service commitments are met and proactively managed.
13. Perform root cause analysis on service issues and complaints.
14. Manage complex cases, ensuring effective communication and resolution.
About You
Your friends might describe you as highly organized, thoughtful, and quick to solve challenges. You enjoy mentoring and developing others, setting high standards for performance and service excellence.
You are proactive, resilient, and committed to growth within an evolving business environment.
Desired Experience and Skills
* Experience in the Pensions, Savings, or Platform industry.
* Proven ability to manage key external relationships.
* Strong time management and deadline adherence.
* Understanding of excellent customer service standards.
* Experience in team leadership and performance management.
* Coaching and development skills.
* Ability to produce management reports and information.
* Experience handling challenging situations in a fast-paced environment.
* Ownership, responsibility, and willingness to learn.
* Excellent communication skills, both verbal and written.
* Numerate with attention to detail.
* Flexible and adaptable to change.
* Experience with significant change initiatives.
* Stakeholder management and effective communication skills.
* Experience with complex remediation and complaint handling.
* Ability to analyze root causes and recommend solutions.
* Adherence to KPIs and SLAs.
* Understanding of process impacts across departments.
* Effective escalation management.
* Flexible approach to ensure high-quality customer outcomes.
About Us
At Nucleus, our purpose is to make retirement more rewarding by building the UK's best retirement-focused platform. We value service obsession, responsibility, and trust, fostering a culture of growth and potential.
Our culture emphasizes inclusion and diversity, which we see as essential to our future relevance and success. Learn more on our inclusion page.
We offer a comprehensive benefits package, including pension, bonus, parental leave, emergency paid time off, health and wellbeing initiatives, and flexible working options.
#J-18808-Ljbffr