At a Glance
- Tasks: Investigate and resolve customer complaints with a focus on fairness and compliance.
- Company: Join Nucleus, a leading player in UK financial services with a strong commitment to customer care.
- Benefits: Enjoy a non-contributory pension, bonuses, flexible working, and health initiatives.
- Other info: Work remotely or from Edinburgh/Salisbury with great career growth opportunities.
- Why this job: Make a real difference by helping customers and improving service quality.
- Qualifications: Experience in complaints handling and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Role can be based in 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: Draft clear, empathetic, and jargon-free complaint responses. Maintain regular contact with customers throughout the complaint lifecycle. Explain decisions and outcomes clearly, providing redress or goodwill where appropriate.
- Regulatory Compliance: Ensure all complaint handling adheres to FCA DISP rules, Consumer Duty, and Treating Customers Fairly (TCF) principles. 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.
Case Manager employer: Nucleus Financial
At Nucleus, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and growth. With flexible working options and a comprehensive benefits package including a non-contributory pension and enhanced parental leave, our Case Managers are empowered to thrive in their roles while making a meaningful impact in customer service. Join us in Edinburgh, Salisbury, or remotely, and be part of a team that values integrity, teamwork, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Case Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints handling. We recommend role-playing with a friend to get comfortable with your responses and showcase your customer-centric approach.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a chance to reiterate why you’re the perfect fit for the Case Manager position.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be just what you’re looking for. Plus, it’s a great way to show your interest in being part of our team.
We think you need these skills to ace Case Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Case Manager role. Highlight your experience in complaints handling and your understanding of FCA rules. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since this role involves a lot of customer communication, demonstrate your excellent written skills. Use clear, concise language in your application, just like you would when drafting complaint responses. We love a good communicator!
Highlight Your Investigative Skills:We’re keen on candidates who can dig deep into issues. Share examples of how you've successfully investigated complaints in the past. This will show us that you have the analytical thinking we need for this role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Case Manager position. We can’t wait to hear from you!
How to prepare for a job interview at Nucleus Financial
✨Know Your Regulations
Familiarise yourself with FCA DISP rules and the principles of Treating Customers Fairly. Being able to discuss these regulations confidently will show that you understand the framework within which the Case Manager operates.
✨Showcase Your Communication Skills
Prepare examples of how you've communicated effectively with customers in previous roles. Highlight your ability to draft clear, empathetic responses and maintain regular contact throughout the complaint lifecycle.
✨Demonstrate Investigative Skills
Be ready to discuss your approach to investigating complaints. Share specific instances where you've identified root causes and implemented solutions, showcasing your analytical thinking and attention to detail.
✨Emphasise Team Collaboration
Talk about your experience working with different teams, such as product, operations, and compliance. Illustrate how you’ve collaborated to gather facts and improve service delivery, highlighting your teamwork skills.
