About the role
We’re on the lookout for a Client Relations Team Manager.
You’ll lead and motivate a team of people within the Client Relations department to deliver quality service to our customers. You’ll ensure the correct customer outcomes are being achieved by our operational processes and feeding back where improvements can be made.
Here are some of the activities you’ll get involved with:
1. Motivating the team to deliver against business and department objectives
2. Manage the day-to-day activity of the Client Relations Team to meet customer requirements and process objectives including but not limited to; DSARs, complaints MI, GDPR rights
3. Maintain and develop contact with internal and external customers to ensure accurate communication of information and understanding
4. Ensure the Senior Client Relations Manager has full oversight of all significant cases
5. Review team output ensuring a high level of quality and accuracy is maintained, delivering excellent service for all our customers
6. Monitor effectiveness of controls to ensure compliance of all team activity with business and legal requirements, adapting and amending in line with future changes
7. Ensure all individuals are motivated, trained and developed to meet the quality and service requirements of the team
8. Use technical knowledge and analytical skills to investigate all referral trends and outcomes, communicating with appropriate key stakeholders to ensure an agreed resolution and make recommendations to prevent future reoccurrence
9. In line with the company’s policies and procedures, ensure that team members are appropriately managed, trained and developed by holding and documenting regular review meetings, setting and monitoring appropriate objectives
10. Identify and implement significant improvements to current working practices within own team and wider operations area that contribute to long term operational excellence
11. Manage the monitoring and review of operational processes (to include use of sampling) ensuring compliance at all times. Maintain a record of any breaches found and ensure action taken to resolve the issues identified
12. Strong relationship management with key stakeholders for case management including but not limited to Directors, Group Legal and Compliance
13. Ensure adequate controls are in place to drive accuracy of all data
14. Consistently promote the Company’s policy on Treating Customers Fairly
A bit about you
Your friends would probably describe you as the “super-organised” one, ridiculously well planned and someone who takes time to really understand people and their needs. You’re the type of person who asks great questions to understand expectations but can react like lightening to solve problems as they occur.
You love mentoring others and get a real kick out of encouraging the right behaviours, supporting our core values and personally demonstrating these. You’ll set the bar high on performance even when stretching for the team, creating a team environment where high performance is the norm.
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:
15. Certificate in Financial Planning (at least CF1) or equivalent (desirable)
16. Certificate in Financial Administration FA2 (or equivalent) (desirable)
17. Knowledge of the pensions market generally and SIPPs distributed via IFAs in particular.
18. Good technical pensions knowledge, including HMRC and FCA rules as they apply to SIPPs and good understanding of FCA and other regulatory rules
19. Understanding of operational and property processes and procedures for the Group
20. Good understanding of TCF and its implications for complaint handling and customer outcomes
21. Able to communicate effectively both verbally and written. (Essential)
22. Good people and interpersonal skills to build up effective relationships at all levels internally and externally. (Essential)
23. Ability to plan own workload to meet business requirements and service level agreements. (Essential)
24. Ability to work well and keep calm under pressure. (Essential)
25. Ability to understand the needs of our customers and be focused around customer outcomes. (Essential)
26. Significant relevant work experience. (Essential)
If you’d like to find out more about us or the role, you can get in touch with in our People team.