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We’re working in partnership with Nucleus Financial to find a Customer Service Manager to lead the Key Accounts team at Nucleus.
This is a full-time, permanent opportunity offering a starting salary of £45,000 upto £50,000 DOE.
As Customer Service Manager, you’ll take a strategic lead in managing a high-performing service team that supports some of Nucleus’ most important clients. This is a people-focused, forward-thinking role where you’ll shape the future of service delivery creating meaningful change, building strong relationships, and ensuring an exceptional customer experience, every time.
You’ll be a key part of the wider service leadership team, working collaboratively with stakeholders across the business to drive improvements and support our mission to build the best retirement-focused platform in the UK.
In this role, you’ll:
- Lead and manage a team supporting Key Accounts, ensuring service delivery is consistently excellent.
- Take a strategic view of service performance, using insight and data to identifying trends, setting goals to help shape improvements.
- Building and maintaining trusted relationships with internal stakeholders and external clients.
- Communicate effectively across all levels, providing clear updates, feedback and direction.
- Coach, mentor and develop team members through 1:1s, performance reviews and tailored support.
- Managing team priorities and capacity while maintaining service levels and performance standards.
- Handle escalated issues and complex cases, seeing them through to resolution with ownership and care.
- Provide root cause analysis and contribute to the development of long-term solutions.
- Supporting recruitment, onboarding and team engagement strategies
- Support wider service initiatives and champion continuous improvement across the department.
- Contributing to strategic projects and initiatives, representing the customer voice and ensuring service excellence is embedded throughout.
A bit about you:
You're the person others come to when they need clarity, motivation or a clear plan of action. You’re as passionate about service as you are about people and thrive in fast-paced, high-responsibility environments.
You’re confident leading with purpose and enjoy being both hands-on and strategic — ready to tackle challenges head-on while developing others along the way.
What we are looking for;
- Proven experience managing a team in a customer service or operations environment.
- A strong understanding of what great service looks like and how to embed that across a team.
- Experience in the pensions, platform or financial services sector (preferred but not essential).
- A background in stakeholder management and the ability to communicate at all levels.
- A track record of coaching and developing individuals for high performance.
- Strong organisational skills with the ability to juggle deadlines and shifting priorities.
- Experience with escalations, root cause analysis, and complaint resolution.
- A strategic mindset, with the ability to think ahead and drive continuous improvement.
Technical skills:
- Strong Microsoft Office skills (especially Excel, PowerPoint, and Outlook).
- Experience working with customer service or CRM platforms.
- Comfortable using reporting tools and data insights to inform decision-making.
What’s in it for you?
We offer a generous benefits package focused on the things that really matter, including:
- Competitive salary & bonus
- Enhanced pension contributions
- Paid time off for emergencies
- Health and wellbeing initiatives
- Enhanced parental leave
- Flexible and hybrid working options
Click 'apply now’ and one of our team will be in touch. We’re excited to hear from you!
A little about Nucleus:
Our purpose at Nucleus is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. Whether you’re customer-facing or behind the scenes, being service-obsessed is a must here.
We’re a fast-paced and exciting environment with a strong belief in giving people real responsibility, trusting them to make things happen, and helping them grow.
Nucleus’ culture is something our people say truly sets us apart.
Inclusion and Diversity at Nucleus:
As with most things in life, who cares, wins. At Nucleus, inclusion isn’t a box-ticking exercise - it’s a commercial imperative. We’re building something that lasts, and that means including everyone.
You can find out more about our approach on our inclusion page.
