Middle Office Product Specialist – Fee, Charges & Illustrations in Salisbury

• Description
• Role can be based Salisbury or Edinburgh

At Nucleus, we aim to be the UK’s best loved retirement wealth platform and delivering exceptional Customer service plays a vital part in this.

The Product Service Specialist is part of the Middle Office team and provides specialist knowledge and support to Front Office on product-related queries, with a particular focus on product fees and illustrations.

The role helps Front Office understand how product fees and illustrations work, supports the resolution of more complex queries and coordinates with Propositions, Operations Oversight, FNZ Operations and any other relevant Nucleus and FNZ teams where issues require further investigation.

The role also identifies recurring queries and areas of complexity, helping to improve guidance and information available to Front Office and increase self-service over time.

Responsibilities

• Act as the subject matter expert for fees, charges, and illustrations, providing guidance and support to Front Office on their interpretation, application, and customer impact.
• Lead the investigation and resolution of complex fees and illustration issues, working across teams to identify root causes, improve understanding, and ensure accurate customer outcomes.
• Proactively identify cases which require attention to ensure right customer outcomes achieved.
• Triage and resolve more complex product-related queries, identifying the appropriate route where further investigation is required.
• Coordinate with relevant teams where a fee or illustration issue cannot be resolved through the standard process, maintaining oversight through to resolution.
• Provide clear and timely updates to Front Office on the status of queries, issues and expected resolution timescales.
• Analyse recurring queries and service issues to identify improvement opportunities, enhancing processes, guidance, and self-service resources to increase Front Office effectiveness and reduce avoidable demand.
• Support the development of training or knowledge-sharing for Front Office on platform and adviser fees and illustrations.
• Maintain a good understanding of relevant product features, fee structures and illustration processes to ensure advice and support provided is accurate and consistent.
• Work collaboratively with Product, Operations and other teams to ensure a single, coordinated approach to resolving product-related issues and avoid duplicated escalations.
• Understand and adhere to all regulatory and company-specific policies.

About you

We’ve always placed more importance on cultural contribution above technical ability, but we’d really like you to have/be:

• Experience in Financial Services, preferably within a pension, investment or platform environment.
• Strong understanding of financial products and how fees, charges and illustrations operate.
• Strong attention to detail, particularly when reviewing fees, calculations and illustration outputs.
• Strong analytical and problem-solving skills, with the ability to investigate an issue and identify the appropriate next step.
• Able to explain potentially complex product information clearly and simply to Front Office.
• A confident communicator who can build effective relationships across Propositions, Operations and Front Office.
• Customer and adviser focused, with a strong understanding of the importance of accurate and timely information.
• Able to take ownership of queries and coordinate them through to resolution.
• Proactive in identifying recurring issues and opportunities to improve guidance and self-service.
• Positive and adaptable, with a willingness to develop and maintain specialist product knowledge.
• Positively demonstrate the Nucleus Smart, Heart and Courage values and behaviours.
• 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.