At a Glance
- Tasks: Investigate and resolve customer complaints with a focus on fairness and timely responses.
- Company: Join Nucleus Financial Platforms, where people come first and collaboration leads to success.
- Benefits: Enjoy a non-contributory pension, bonuses, flexible working, and health initiatives.
- Other info: Be part of a diverse culture that values inclusion and continuous improvement.
- Why this job: Make a real difference in customers' lives while developing your skills in a supportive environment.
- Qualifications: Experience in complaints handling and strong communication skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
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
- Complaint Handling: 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 escalate any breaches, risks, or potential systemic issues.
- Root Cause Analysis & Continuous Improvement: 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.
- Collaboration: 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
- Essential: 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.
- Desirable: 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).
Key Competencies
- Customer Centricity
- Analytical Thinking
- Integrity and Judgement
- Resilience and Empathy
- Written and Verbal Communication
- Regulatory Awareness
- Accountability
- Teamwork
A little about us
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too. Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion. For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector. More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
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 Group
Nucleus Financial Platforms is an exceptional employer, offering a vibrant work culture that prioritises collaboration and employee well-being. With a strong commitment to inclusion and diversity, we provide ample opportunities for professional growth and development, alongside a generous benefits package that includes a non-contributory pension and flexible working options. Located in the heart of Glasgow or Edinburgh, our team enjoys a supportive environment where their contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Case Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nucleus Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nucleus Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Case Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nucleus Group:Your cover letter is your chance to shine! Tell us why you want to work at Nucleus Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nucleus Group!
How to prepare for a job interview at Nucleus Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
