Senior Client Relations Manager

Nucleus Financial; Ipswich; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

a non-contributory pension

bonus

enhanced parental leave

paid time off for emergencies

health and wellbeing initiatives

flexible working options

Job summary

Nucleus Financial, Ipswich, is seeking a Senior Client Relations Manager to oversee a portfolio of adviser firms and partner with account managers to deliver exceptional service. You will build trusted relationships, coordinate across teams, and ensure queries are resolved with the best client outcomes.

You’ll lead service calls, manage workloads to meet KPIs, and maintain robust documentation while embracing a collaborative, proactive approach in a hybrid work environment.

Qualifications

• In-depth product and process knowledge of financial products and platform procedures.
• In-depth platform and industry knowledge including our wrappers and proposition.
• Strong AML policy understanding and data protection awareness.
• Ability to prioritise work in a fast-paced environment and meet timescales.

Responsibilities

• Manage a portfolio of adviser firms and provide excellent service with aligned account managers.
• Lead regular service calls with firms to keep them informed and drive improvements.
• Coordinate with colleagues to ensure queries are resolved efficiently and with best outcomes.
• Handle escalations and non-standard requests while maintaining service delivery.
• Collaborate across teams to deliver effective solutions under pressure.

Skills

Customer service

Relationship management

Communication

Organisational skills

Multi-tasking

Problem solving

Attention to detail

Team player

Proactive / initiative

Account management

Tools

Excel

Power BI

Job description

We’re on the hunt for someone with exceptional customer service skills to join us as a Senior Client Relations Manager.

You’ll be responsible for managing a portfolio of adviser firms and working with aligned account managers and support colleagues to provide an excellent level of service.

The best thing about this role is the integral part you’ll play in building relationships with new and existing adviser firms. We’ll be relying on you to provide exceptional service, ensuring our customers are at the heart of everything you do. You will manage your own portfolio of adviser partners and will work with people from across the business to ensure queries are dealt with efficiently, but always ensuring you achieve the best possible result for the customer.

You’ll be the face of Nucleus, someone who our advisers know they can trust and rely on to get things done, always with the best interests of their clients in mind. It goes without saying that you’ll be organised. You know that working in a collaborative way will result in better ideas and you’ll take a great deal of pride in how you manage your relationships with your advisers. You’ll join an energetic and collaborative team that supports each other, always learning and developing - this is a brilliant opportunity to progress your career - and keep on developing it.

We are open to hybrid working and individual circumstances will be considered although a strong office presence is required to support our service model.

You should apply if you love:

• Providing extraordinary service to every adviser and client that you interact with and having an in depth understanding of our customer needs and how our platform and systems operate to meet them.
• Being responsible for various streams of communication including calls, email and any other correspondence while maintaining the appropriate audit.
• Works in close partnership with firms to maximise their customer experience. Leading regular service calls with firms to keep them informed and actively drive any required improvement.
• Ensuring effective management and consideration of escalations, non standard requests, and process queries, ensuring no impact to service delivery or experience for our customers.
• Collaborating with others to deliver the best possible solutions even when under pressure.
• Maintenance of processes and procedures, creating and agreeing documentation standards across your team/dept.
• Being proactive. Using your initiative to challenge the status quo and find better ways of doing things. Maintenance of processes and procedures, creating and agreeing documentation standards across your team/dept.
• Being responsible for planning and managing your own workload, taking ownership of deadlines and adherence to agreed KPIs and SLA’s while collaborating with and supporting other team members when needed.
• Responsible for various streams of communication including calls, email and any other correspondence while maintaining the appropriate audit.
• Positive attitude and ability to constantly adapt to a changing environment.
• Living and breathing the Nucleus values and know how the approach you take impacts the client.
• Taking accountability, if issues do arise, and ensure you see them through to resolution.
• Taking ownership of your own development and embrace all opportunities to learn and grow.

We’d love you to apply if you have:

• In-depth product and process knowledge of financial products, legislation, and procedures, which includes understanding of our documentation requirements, how things are processed and can provide guidance to both customers and colleagues.
• In-depth platform and industry knowledge, including detailed understanding on our platform, wrappers, and our proposition.
• Possesses a deep understanding of firm’s structure and their proposition.
• The ability to prioritise work in a fast-paced environment, to ensure the key things are responded to within agreed timescales.
• A confident and natural communication style and like to collaborate.
• An in-depth risk awareness – you understand and adheres to AML policy, verifying identity, data protection and security.
• Understands and adheres to all regulatory and company specific policy.
• Understanding of cubes data output and Power BI data and how this will support you and your firms.
• Good judgement is key to get the right outcome for our clients and Advisers, through your understanding of jurisdiction limitations and our processes.
• Understanding of control frameworks and how these impact on what you do day to day.

A bit about you

Your friends would probably describe you as a ‘plate-spinner’. Someone who can keep multiple things progressing all at once and someone who can connect the dots with ease.

You love working with others and get a real kick out of achieving the best outcomes for all involved. Inspiring will be your middle name as you advocate our vision and communicate with gusto and passion.

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:

• Exceptional relationship management skills and the ability to build strong relationships and influence at all levels
• Excellent written and verbal communication skills
• Experience and knowledge of departmental processes
• Good working knowledge of Microsoft applications, particularly Excel
• High standards of work with great accuracy and attention to detail
• Strong organisation skills and ability to multi task effectively
• Good analytical and problem-solving skills
• A team player but also able to work independently
• Positive and 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.

Benefits

• a non-contributory pension
• bonus
• enhanced parental leave
• paid time off for emergencies
• health and wellbeing initiatives
• flexible working options