Head of Consumer Support

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 12%

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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

• Define and execute the Consumer Support strategy aligned with business goals and regulatory expectations • Develop and execute the vulnerable customer strategy in line with FCA guidelines and Consumer Duty • Define and execute the Vulnerable Customer strategy, Standard, Framework, and overseas e-learning modules • Champion the voice of the customer across the organisation and inform product, process, and policy improvements • Lead and develop a high-performing team • Own the end-to-end customer journey, identifying pain points and removing unreasonable barriers • Review and report on Customer Outcomes Monitoring and Testing, including outcomes for different customer groups • Evaluate root causes of poor outcomes and address risks and issues • Ensure compliance with regulatory expectations for identifying, supporting, and recording interactions with vulnerable customers • Act as the internal subject matter expert on Consumer Support • Support staff training to identify signs of vulnerability • Lead analysts using data analysis and AI technology where appropriate to identify service improvements • Liaise with charities and support services to build partnerships and improve understanding of vulnerable customer cohorts • Report to senior leadership and regulators on Consumer Support effectiveness • Produce monthly management information for governance forums and attend committees • Collaborate with the Senior Product Governance Manager and Senior Customer Outcomes Manager

🎯 Requirements

• In-depth understanding of FCA regulations, particularly the Consumer Duty, and guidance on the fair treatment of vulnerable customers • Experience in customer service, compliance, or risk roles, ideally within financial services • Strong empathy and communication skills • Proven ability to lead cross-functional initiatives • Experience with data analysis, reporting, and presenting findings to stakeholders • Strong organisational skills and attention to detail • Experience working with vulnerable or at-risk individuals is highly desirable • Excellent written and verbal communication skills • Ability to self-manage projects end to end and work independently and collaboratively in a fast-paced, deadline-driven environment • Excellent leadership, influencing, relationship management, and collaboration skills • Degree or relevant pension professional qualification is desirable • Commitment to Nucleus values, behaviours, and Code of Conduct • Responsibility for delivering good customer outcomes

🏖️ Benefits

• Non-contributory pension • Bonus • Enhanced parental leave • Paid time off for emergencies • Health and wellbeing initiatives • Flexible working options • Reward for efforts • Inclusion and diversity initiatives