Customer Service Executive

Nucleus Financial Group; Salisbury; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Non-contributory pension

Bonus

Flexible working options

Job summary

Nucleus Financial Platforms group is seeking a Customer Service Executive to join our front-line team in the UK. You will handle adviser and customer calls, build strong relationships, and work with Operations to deliver accurate, efficient service.

Training and support will be provided to perform at your best across Pension products and related services. The role emphasizes clear communication, empathy, regulatory awareness, and collaboration with multiple departments to achieve first-class

Qualifications

• Proven ability to solve problems and provide clear, helpful responses.
• Strong customer-service focus with professional phone manner.
• Excellent written and verbal communication, with the ability to explain complex information simply.

Responsibilities

• Handle phone calls and written correspondence from advisers and customers.
• Develop relationships with customers, advisers and internal teams.
• Update call tagging software accurately to reflect call nature.
• Liaise with stakeholders to support training and education opportunities.
• Identify process improvements and share ideas with the team.

Skills

Problem solving

Customer service

Communication

Team player

Job description

Job Description

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 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 distribution 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.

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

We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. 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.

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