Case Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Nucleus Financial

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2006

💸 Finance

💳 Fintech

☁️ SaaS

Finance • Fintech • SaaS

Nucleus Financial is one of the UK's leading independent groups for investment platforms, products and wealthtech software, and the only large-scale group with a comprehensive range of bespoke platform solutions to meet the evolving needs of advisory and investment management firms of all sizes, as well as their clients. They offer adviser and customer-facing platforms (Nucleus Platform), retirement-focused adviser platform combining technology and pension expertise, a wrap platform (Nucleus Wrap), SIPPs via James Hay and Curtis Banks, enterprise solutions (Third Financial), and wealthtech services (Dunstan Thomas). The group administers £110bn assets under administration, serves 251k customers and ~5. 2k advice firms. Headquarters in Salisbury, UK. They provide digital capability, back-office integrations, regulatory and legal information, and BDM booking for demos. The company focuses on retirement and wealth management solutions for advisers and customers in the UK.

📋 Description

• Acknowledge, investigate, and respond to customer complaints within regulatory and internal service-level timelines, including 3-day resolution and 8-week final response targets • Conduct fair, thorough, and impartial investigations using systems, records, and interviews with relevant departments • 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 • Ensure complaint handling adheres to FCA DISP rules, Consumer Duty, and Treating Customers Fairly principles • Identify and escalate breaches, risks, and potential systemic issues • Log and categorise complaint root causes • Identify themes and contribute to business feedback loops to prevent recurrence • Support management information reporting through accurate data recording and trend analysis • Collaborate with product, operations, legal, and compliance teams to gather facts and coordinate responses • Share insights with other teams to drive service improvement

🎯 Requirements

• 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 such as fraud, suitability, or pension transfers (desirable) • Familiarity with Financial Ombudsman Service decisions and approach (desirable) • Knowledge of relevant financial products such as ISAs, SIPPs, and investment funds (desirable) • Experience using complaints case management systems such as Salesforce, Aptean, or Resolver (desirable) • Knowledge of FCA DISP rules, Consumer Duty, and Treating Customers Fairly principles • Experience in UK financial services

🏖️ Benefits

• Non-contributory pension • Bonus • Enhanced parental leave • Paid time off for emergencies • Health and wellbeing initiatives • Flexible working options • Recognition and rewards for employees' efforts

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