The role
Integral to this role is customer service. This means being a pro at maintaining a healthy balance between delivering on our customers’ needs and expectations, while managing a dynamic and varied workload. Every day you’ll manage multiple queries, all with the aim of ensuring they are dealt with within agreed timeframes, enabling our advisers to get the best outcome for their clients in our goal to become Best Loved Platform.
This is a 12 month FTC role.
You’ll spend your time:
- Carrying out escalation/deviation trend analysis, creating and progressing effective follow up actions with the aim of achieving great customer outcomes.
- Providing best practice and technical guidance on complex queries to the department, reducing pressure points in team by being the ‘go to’ person.
- Considering and progressing deviations as we appreciate that sometimes we have to work outside our usual remit to achieve the best outcomes for advisers and customers, as well as ensuring things are seen through to the end.
- Supporting and being an advocate for our Consumer Duty responsibilities - acting in good faith towards customers, avoiding causing foreseeable harm to customers and enabling and supporting customers to pursue their financial objectives.
- Creating innovate knowledge sharing ideas to support and improve the overall knowledge of the department, while looking for ways to drive continuous improvement.
Other role expectations:
- Being a champion of our ‘Best Loved stories’ across the department and the wider business.
- Being a role model and mentor, leading by example displaying our Nucleus values, ‘Heart’, ‘Smart’, ‘Courage’.
- SME for projects and change initiatives, representing our team across working groups.
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.
We’ve always placed more importance on cultural contribution above technical ability, but we’d really like you to have/be:
- Previous experience in the financial services industry, ideally in (but not limited to) Onshore/Offshore Bonds, pensions and bereavement queries
- Excellent relationship building skills
- Able to prioritise the high impact work, but never neglect the details
- Excellent communication skills – we need you to be completely comfortable representing our culture and values, with an emphasis on a speedy, friendly style
- Able to anticipate the needs of those you work with, juggling changing priorities
- The ability to think laterally and come up with new solutions to old problems
A little about us
We are the Nucleus Group Services Limited and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Are we a perfect match? Check out this video and find out!
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
