Role can be based Edinburgh, Salisbury or remote.
Role Purpose
To investigate, resolve, and respond to customer complaints in a fair, timely, and customer-focused manner in line with FCA DISP rules and internal procedures. The Case Manager ensures that customer concerns are properly understood, root causes are identified, and appropriate redress or remedial action is offered where required.
Key Responsibilities
* Acknowledge, investigate, and respond to complaints within regulatory and internal service-level timelines (e.g., 3-day resolution, 8-week final response).
* Conduct fair, thorough, and impartial investigations using available systems, records, and interviews with relevant departments.
* Customer Communication:
o Draft clear, empathetic, and jargon-free complaint responses.
o Maintain regular contact with customers throughout the complaint lifecycle.
o Explain decisions and outcomes clearly, providing redress or goodwill where appropriate.
* Regulatory Compliance:
o Ensure all complaint handling adheres to FCA DISP rules, Consumer Duty, and Treating Customers Fairly (TCF) principles.
o Identify and elevate any breaches, risks, or potential systemic issues.
* Log and categorise complaint root causes.
* Identify themes and contribute to feedback loops with the business to prevent recurrence.
* Support MI reporting by accurately recording data and contributing to trend analysis.
* Work closely with product, operations, legal, and compliance teams to gather facts and coordinate responses.
* Share insights with other teams to drive service improvement.
Skills & Experience
* Proven experience in complaints handling within UK financial services.
* Strong understanding of FCA complaint-handling rules and principles.
* Excellent written and verbal communication skills.
* High attention to detail and strong investigative skills.
* Ability to manage own caseload and meet deadlines.
* Experience with complex complaint cases (e.g. fraud, suitability, pension transfers).
* Familiarity with Financial Ombudsman Service (FOS) decisions and approach.
* Knowledge of relevant financial products (e.g., ISAs, SIPPs, investment funds).
* Experience using complaints case management systems (e.g., Salesforce, Aptean, Resolver).
* Customer Centricity
* Analytical Thinking
* Integrity and Judgement
* Resilience and Empathy
* Written and Verbal Communication
* Regulatory Awareness
* Accountability
* Teamwork
Benefits
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
#J-18808-Ljbffr