Assistant Customer Relationship Manager

Border to Coast Pensions Partnership; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Vitality Health Insurance

Hybrid working

Pension scheme

30 days holiday

Professional development

Life Assurance

Onsite gym

Cycle to work

Job summary

Border to Coast Pensions Partnership in Leeds seeks an Assistant Customer Relationship Manager to support the Head of CRM and build trusted relationships with Partner Funds. You will help respond to customer requests, deliver portfolio updates and maintain the CRM system, contributing to a high-quality customer experience.

You will work alongside Investment and Operations teams, coordinate updates, and support in reporting and risk management as part of a flexible, hybrid working environment in

Qualifications

• Experience in a customer-related role within asset management, investment consulting, pensions or financial services.
• Excellent interpersonal and communication skills and ability to build internal and external stakeholder relationships.
• Strong organisational and time management skills, with the ability to balance multiple customer requests, projects and priorities.
• An ability to independently consider and suggest approaches to solving problems to ensure customer queries are resolved.
• High levels of integrity, professionalism and personal accountability.
• Strong IT skills and confidence using Microsoft Office applications.

Responsibilities

• Provide support to our Customer Relationship Managers in the day-to-day management of our Customers as they work to develop long-term trusted customer relationships.
• Work with Investment and Operations colleagues to respond to Customer requests in a timely and efficient manner, tracking the progress of requests for the purposes of internal reporting.
• Support the production and delivery of portfolio updates for our Customers.
• Support the maintenance of our CRM system, ensuring a single source of customer data and interactions that the organisation can draw upon when required.
• Work with Customer Relationship Managers to ensure Customer feedback is shared across the organisation and acted on.
• Coordinate and draft regular updates to our Partner Funds covering a range of investments topics.
• Support in the management of stakeholders throughout the launch process of new funds, including attendance and support at Customer workshops.
• Support the delivery of internal and external reporting, working with other parts of the organisation to collate inputs.
• Ensure that the service provided to Customers is in line with customer agreements and internal procedures.
• Follow processes, procedures, regulatory requirements and effective record keeping and give due consideration to risk and capital management.
• Assist with the production of internal management information.
• Identify risks in own area of responsibility, recognise risks in all areas of the business and notify any such risks to your People Manager and the Operational Risk Manager

Skills

Customer relationship management

Interpersonal skills

Communication skills

Time management

Analytical skills

MS Office proficiency

Tools

CRM system experience

Job description

Leeds – 3 days office

Permanent : 37.5 hour per week

Full time (we welcome flexible working discussions)

An opportunity to make a difference

At Border to Coast our purpose is to make a difference and we’re looking for an Assistant Customer Relationship Manager to join our award-winning team.

As a customer-owned and customer-focused organisation, integrity is one of our values, as is our collaborative and sustainable approach. Our focus is to secure the pensions of over a million people who have provided valuable service to their communities and society. We’re the largest UK asset manager outside London or Edinburgh, and we provide innovative investments that deliver sustainable returns over the long term.

As an Assistant Customer Relationship Manager, you will be supporting the Head of Customer Relationship Management and Customer Relationship Managers in the management of relationships with our Partner Funds and the development of our partnership.

The Customer Relationship Management (CRM) team is responsible for building trusted, collaborative and sustainable relationships with our Partner Funds, ensuring their needs and priorities remain at the heart of our decision-making. As an Assistant Customer Relationship Manager, you will be integral in continually evolving strategic, regulatory and political environment. The Customer Relationship team delivers a high-quality customer experience, supports effective oversight through transparent engagement and information sharing, and champions customer-focused collaboration by ensuring Partner Fund perspectives are represented internally and reflected in the solutions and services we develop.

The role – what you’ll be doing

As an Assistant Customer Relationship Manager your role is hugely important and will include:

• Provide support to our Customer Relationship Managers in the day-to-day management of our Customers as they work to develop long-term trusted customer relationships.
• Work with Investment and Operations colleagues to respond to Customer requests in a timely and efficient manner, tracking the progress of requests for the purposes of internal reporting.
• Support the production and delivery of portfolio and Border to Coast updates for our Customers.
• Support the maintenance of our CRM system, ensuring a single source of customer data and interactions that the organisation can draw upon when required.
• Work with Customer Relationship Managers to ensure Customer feedback is shared across the organisation and acted on.
• Coordinate and draft regular updates to our Partner Funds covering a range of investments topics.
• Support in the management of stakeholders throughout the launch process of new funds, including attendance and support at Customer workshops.
• Support the delivery of internal and external reporting, working with other parts of the organisation to collate inputs.
• Ensure that the service provided to Customers is in line with customer agreements and internal procedures.
• Follow processes, procedures, regulatory requirements and effective record keeping and give due consideration to risk and capital management.
• Assist with the production of internal management information.
• Identify risks in own area of responsibility, recognise risks in all areas of the business and notify any such risks to your People Manager and the Operational Risk Manager

About you - and the value you’ll bring to our team

This is the perfect opportunity for someone who is looking to further develop their career within investments, pensions and relationship management. You should have strong interpersonal, communication and presentation skills as well as the ability to develop and maintain strong internal and customer relationships. You will have strong skills in time management, attention to detail and accuracy as well as analytical skills and the ability to understand and evaluate financial data.

Essential

• Experience in a customer-related role within asset management, investment consulting, pensions or financial services.
• Excellent interpersonal and communication skills and ability to build internal and external stakeholder relationships.
• Strong organisational and time management skills, with the ability to balance multiple customer requests, projects and priorities.
• An ability to independently consider and suggest approaches to solving problems to ensure customer queries are resolved.
• High levels of integrity, professionalism and personal accountability.
• Strong IT skills and confidence using Microsoft Office applications.

Why join Border to Coast?

At Border to Coast, you will receive competitive remuneration and have access to excellent benefits:

• Vitality Health Insurance for all employees
• Employee Assistance Programme
• A generous holiday allowance of 30 days a year, plus bank holidays
• Professional Development including the opportunity to gain fully funded qualifications (e.g. IMC)
• Critical Illness Cover
• Pension scheme
• Stunning Leeds city centre location only a short walk to the train station
• Cycle to work scheme
• Life Assurance of 6 times of salary
• Sustainable travel plans
• Range of discounts for Leeds gyms, shops and restaurants
• Hybrid working
• Onsite gym

There’s also more information about pay and reward, careers at Border to Coast and how we work on our website Careers - Border To Coast - Work With Us

We welcome applications from people of all experience levels and backgrounds and value diversity of thought. We are committed to creating an inclusive and engaging workplace, ensuring that colleagues maintain a work life balance. We encourage colleagues to progress, be themselves and be their best through both personal and professional development.

If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we would be happy to discuss making reasonable adjustments to our processes for you. Please contact our recruitment team [e-mail]

We’re looking for people with the right values, behaviours, skills and experiences and if you meet some of the role’s criteria and are interested in finding out more about Border to Coast and the team, we’d love to hear from you.

About Us

Based in Leeds, Border to Coast is the largest LGPS (Local Government Pension Scheme) pool in the UK. It is owned by 18 Local Government Pension Schemes funds (‘Partner Funds’)which collectivelyrepresentover 5,000 employers and two million members.

The Partner Funds are Bedfordshire, Cambridgeshire, Cumbria, Durham, East Riding, East Sussex, Essex Hertfordshire, Kent, Lincolnshire, Northamptonshire, North Yorkshire, South Yorkshire, Surrey, Teesside, Tyne and Wear, Warwickshire and West Sussex.

The 18 Partner Funds have approximately £120bn of assets, strengthening theBorder to Coastpartnership’s ability to harness scale to be more effective, more resilient, and more impactful.

Border to Coast Pensions Partnership Ltd is authorised and regulated by the Financial Conduct Authority. Registered in England Number: 10795539 and Registered Office: 5th Floor, Toronto Square, Toronto Street, Leeds, LS1 2HJ.

Further details can be found at https://www.bordertocoast.org.uk