Senior Client Relations Manager

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.

• 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.

• 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…