About the role
We’re on the lookout for excellent, customer-obsessed and organised individuals to join our Client Solutions department. Providing exceptional customer service is a key element of our proposition and the client relations department play a leading role in making this happen. The Client Relations Administrator role plays a crucial part within the department by working in the administration and management of designated firms as well as owning a range of responsibilities, shared with your CRS colleagues across the whole department. On a daily basis, you will manage mailboxes and answer queries from customers / advisers via phone, email and live chat.
Fundamental 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 through various channels all with the aim of ensuring our service standards are met, enabling our advisers to get the best outcome for their clients.
You'll join an energetic and collaborative team that supports each other, always learning and developing. We have a great track record of progression, so this is a brilliant opportunity to develop yourself and progress your career. Each day will be different, and the role will evolve with time and effort.
A bit about you
Your friends would probably describe you as ‘the reliable one’. You will be very organised, have the ability to manage your own time effectively and will be an expert multi-tasker. You will work well as part of a team and take a great deal of pride in providing exceptional customer service. You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone.
Previous pension platform knowledge and experience would be highly desirable.
We’ve always placed more importance on culture contribution above technical ability and in this role, you should apply if you love:
- To be proactive and use your initiative to deliver exceptional service.
- To identify and drive forward business improvements.
- Planning and managing your workload to deliver the required service standards, and ensuring your team work effectively together.
- Maintaining company values and branding through all communications and interactions.
- Collaborating with and influencing your colleagues and partners to achieve the best outcome for customers.
- Taking accountability, if issues do arise, ensuring that things are seen through to the end.
- To take ownership of your development, embracing all opportunities to learn and grow.
A little about us
We are the Nucleus Financial Platforms group 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.
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.
Pay: £25,500.00-£28,000.00 per year
Work Location: Hybrid remote in Edinburgh EH7 5JH
