Client Services Team Manager

Nutmeg

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/14/2021
  • Website: nutmeg.com
  • Company Address: 2nd floor - Vox Studios, 1–45 Durham Street, London, SE11 5JH

About Nutmeg

Nutmeg is changing the way people manage their money. Combining an investment team with over 75 years’ expertise with intuitive technology, we offer all UK investors high-quality wealth management and personalised financial advice services with totally transparent charging.

Job Description

Nutmeg is Europe’s leading Digital Wealth Manager, but we don’t want to stop there! We’re continuing to build our platform to help us achieve our mission of being the most trusted Digital Wealth Manager in the world.
 
 
Job in a nutshell:
 
We are looking for someone to lead a team that is customer first and aims to provide a high quality, engaging, educational front line customer-focussed support. Customer support is part of the overall customer experience and at Nutmeg we want our customers to receive the best. The team are responsible for incoming and outgoing contact, we try to communicate where we can to help customers before they realise they need us. Our overall aim is to educate, reassure and serve potential and existing customers.
 
Your day to day role on the team will be mainly support and escalation. You will take ownership of a portion of the daily management tasks to help ensure that the team performs as expected and within service level agreements. If a team needs to escalate a query you will be the first point of contact and help with the management of complaints. We believe in leading by example at Nutmeg, you will be expected to be hands on and help out when it is busy and provide examples for others to follow.
 
Stakeholder management at Nutmeg is a must, you will need to build your own team meetings with a focus around knowledge sharing and training. Nutmeg is customer centric and the rest of the company are expected to play a part in helping the front-line team, you will invite stakeholders to present to your team, or liaise with them to find solutions for customers.
 
 
Requirements
 
Your skills:
 
Customer support team leader experience
Financial Services experience
Demonstrated experience with problem solving and decision making skills
Ability to engage in debate on customer experience and a genuine desire to help customers
Emotional intelligence with the ability to empathise and build rapport
Ability to motivate, educate, support and manage teams collectively and individually
Flexible approach to working hours – you will be required to work on weekends and public holidays during peak periods
The ability to manage difficult conversations and be comfortable with performance management when required
Experience with stakeholder management and building rapport between teams
 
 
Benefits

25 days’ holiday
Birthday day off
2 days’ paid community leave
Daily delivery of fresh fruit and artisanal coffee
Cycle storage and showers onsite
Generous pension plan
Private healthcare from day 1
Season ticket loans
Competitive salary
Access to coaching platform & regular knowledge sharing
Part of a diverse and inclusive Nutmeg team

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.