Customer Service Centre Agent

About The Role

We're looking for a Customer Service Centre Team Member 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 and eComms 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 our customers, 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 , will be key in this role as we continue to provide an accurate, efficient and right first time service. We'll ensure you have the training and support to enable you to do your best work.

Role

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:

• 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
• 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

Customer service will be your passion, enjoying the collaboration with others to deliver best in class service. You will have an unwavering commitment to what is right for the customer and adviser, while balancing business priorities.

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 within a customer service role
• Excellent telephone manner and communication skills
• 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