Customer Service Executive

About the role

We're looking for a Customer Service Executive to join our thriving Customer Service Centre on a permanent basis. This varied role will be part of our critical front-line team, responsible for handling eComms and phone calls from advisers and customers on our pension products.

You'll work as part of a tight-knit department to be the primary point of contact for Operations, taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build relationships with other departments throughout Nucleus.

Utilising the systems and information available, as well as working with the Operational administration and Distributions teams, will be key in this role as we continue to provide an accurate, efficient and well-structured service. We'll ensure you have the training and support to enable you to do your best work.

This is an exciting and varied role with big scope to deliver key value to the organisation through our customers and advisers. Here are some of the activities you'll get involved with as our Customer Service Executive:

• Representing Nucleus in a professional manner and handling all phone calls and written correspondence to the highest standard

• Developing good working relationships and rapport with customer, advisers and external third parties

• Building and maintaining relationships with other internal departments, understanding the value that each team brings toward our shared goals

• Identifying how our Distribution colleagues can support and deliver resolutions to queries that are the best outcome for all parties concerned

• Providing great customer service, demonstrating empathy and understanding whilst still considering our regulatory requirements and ensuring any actions are identified and appropriately raised

• Going the extra mile; being an advocate for the customers and advisers

• Using clear and concise communication that is appropriate for the audience, ensuring relevant products, services and charges are explained accurately

• Liaising with our stakeholders and colleagues to support identified training and education opportunities

• Accurately updating the call tagging software to reflect the nature and type of call

• Work efficiently in an organised manner

• Highlighting and sharing process improvement ideas with your colleagues and manager

Successful candidates will be required to attend a six week induction programme commencing 19th February 2024.

A bit about you

Your friends might describe you as the 'problem-solver'. You love using your initiative and analytical skills to identify the best course of action, going the extra mile to ensure you deliver a positive result.

You'll enjoy working within a fast-paced environment that gives you the opportunity to use your organisational and time management skills to multi-task within set deadlines. Professional with a positive outlook, you'll take great pride in your ability to articulate complex information in a friendly and easily understandable way, both through conversation and written communication.

You'll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.

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:

• A strong team player who is approachable, helpful and willing to go the extra mile

• Confidence to use your own initiative and problem-solving skills

• Ability to prioritise and remain agile with conflicting work demands

• Experience in financial services, with an understanding of interactions and interdependencies across all functional groups and stakeholders

• The ability to communicate and translate the technically complex to simple and easily understood, both verbally and written

• A willingness to try new things and embrace change

• A positive but professional attitude

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.