Nicole Holland – Client Relationship Manager, Sovereign Chester
Nicole joined Sovereign Corporate & Trust Services (SCATS)’ Chester office almost 2 years ago, having worked in a range of senior and managerial positions across Customer Service, Fraud and Disputes at Lloyds Bank and MBNA. She has also fulfilled positions in both retail and recruitment. As a Client Relationship Manager, she handles a wide range of clients and queries, whilst building relationships and ensuring the best outcome.
- What inspired you to pursue a career as a Client Relationship Manager?
Over the years I have had the pleasure of working in various customer-facing roles, including sales and customer service predominantly in the financial sector. These positions have allowed me to directly engage with clients, understand their needs, and address their concerns. I find great satisfaction in resolving issues and enhancing client experiences. Each interaction reinforced my desire to pursue a career where I could focus on building and maintaining relationships over time.
- How do you balance managing multiple clients while ensuring each receives personalised attention?
The key to balancing multiple clients is to prioritise tasks based on urgency and importance, whilst providing clear and consistent communication. To provide personalised attention, it is crucial to understand each client’s specific goals, challenges, and preferences. Regularly asking clients for feedback helps me to gauge satisfaction levels and adjust my approach accordingly.
- What do you enjoy most about your job?
The dynamic nature of the job keeps it interesting; no day is the same. I thoroughly enjoy working closely with diverse clients across the various industries that we service at Sovereign Corporate & Trust Services, it provides continuous learning opportunities and I am always keen to broaden my knowledge. Collaborating with cross-functional teams is another enjoyable aspect of the role, we have 20 other offices globally and I often check in with colleagues in Dubai, Guernsey or Hong KongHong KonHong . Also in 2023, we launched the Sovereign Art Foundation Students Prize in Chester, the 11th prize in the portfolio, it was a refreshing break from the day job to get to work with schools and teachers around entries in the prize, and then see it all come to fruition with the exhibition and Awards Ceremony in the stunning backdrop of Chester Cathedral.
- How do you ensure transparency and trust with your clients?
Setting expectations is key. At the beginning of any engagement, I strive to clearly outline the services we will provide, a realistic timeframe and associated costs. Keeping clients informed through regular updates, to ensure they feel involved. We always encourage feedback and work hard to create an environment where a clients feel comfortable providing it about the services and their experiences.
- What are some of the most rewarding aspects of working with clients in trust and company administration?
Clients often seek trust and company administration services during significant life events; we help clients achieve peace of mind knowing that their assets are managed properly. This aspect of the job is particularly fulfilling because it directly impacts clients’ lives positively.
