Customer Operations Team Leader (ISA Transfers / Pension Transfers)

Nutmeg ,
London, Greater London
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Job Description

Who we are: Nutmeg is Europes leading Digital Wealth Manager, but we dont want to stop there! Were continuing to build our platform to help us achieve our mission of being the most trusted Digital Wealth Manager in the world. We are now looking for an exceptional candidate to lead our Customer Operations Team, who are responsible for the successful and seamless onboarding of assets that customers wish to bring to the Nutmeg platform from another provider. The ideal candidate will be someone who understands both the customer support and the technical operational aspects of the process; working to increase efficiency and automation wherever possible. Requirements Job in a nutshell: As a Customer Operations Team Leader, your main responsibilities will include: * To manage, motivate and develop the people that report to you with the overall aim of providing the best service to our customers, supporting their transfer and any queries they have along the way. * You will build career paths, set objectives, write appraisals and have performance conversations at fortnightly one to ones with all of your team. * As team leader, youll act as our key point of audit, escalation and control; working closely with our compliance team to ensure that process efficiencies are maintained. * Youll be confident in recommending changes to improve our processes and enhance our customer experience, using agent feedback and customer data to support these. * Youll employ principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes and controls. * Youll complete any monitoring and reporting required by the business and will use this data to proactively identify potential risks and failures in the process and customer data. * You should work to ensure a timely and high quality resolution of customer enquiries and act as an escalation point of contact, directly interacting with customers, reviewing complaints and making judgment calls on difficult customer situations, escalations and fraud cases. * Youll be managing live customer onboarding, alongside journey optimisation and should be comfortable working on multiple projects and priorities. Your skills: * A solid understanding of the technical aspects of transerring assets between providers, with experience of transfer systems such as Altus or Origo. * Technical Customer support team leader experience (Transfer experience within investment services is a must) * Ability to engage in debate on customer experience and a genuine desire to help customers * 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 * Familiarity with CRM systems and customer process flows and have a keen eye for aligning the operational process detail, with an excellent customer outcome. * Youll be passionate about creating a seamless end to end customer experience, creating multiple contact points along the way and ensuring that client queries are managed in line with quality and service standards. 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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