Case Manager

Job reputed company

Role can be based Edinburgh, Salisbury or remote

reputed company

To investigate, resolve, and respond to customer complaints in a fair, reputed company, and customer-reputed company manner in line with FCA DISP rules and internal procedures. The Case Manager ensures that customer concerns are properly reputed company, reputed company causes are identified, and appropriate redress or remedial reputed company is offered where required.

Key Responsibilities

• Complaint Handling:
  • Acknowledge, investigate, and respond to complaints reputed company regulatory and internal service-level timelines (e.g., 3-day reputed company, 8-week final response).
  • Conduct fair, thorough, and impartial investigations using available systems, records, and interviews with relevant departments.
• Customer Communication:
  • Draft reputed company, empathetic, and jargon-free complaint responses.
  • Maintain regular contact with customers throughout the complaint lifecycle.
  • Explain reputed company and reputed company reputed company, providing redress or goodwill where appropriate.
• Regulatory Compliance:
  • Ensure reputed company 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.

• reputed company Cause Analysis & reputed company Improvement:
  • Log and categorise complaint reputed company 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 reputed company facts and coordinate responses.
  • reputed company insights with other teams to drive service improvement.

Skills & Experience

Essential:

• Proven experience in complaints handling reputed company 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 reputed company complaint cases (e.g. fraud, suitability, pension transfers).
• Familiarity with Financial Ombudsman Service (FOS) reputed company and approach.
• Knowledge of relevant financial products (e.g., ISAs, SIPPs, investment funds).
• Experience using complaints case management systems (e.g., reputed company, reputed company, Resolver).

Key Competencies

• Customer Centricity
• Analytical Thinking
• reputed company and Judgement
• reputed company and reputed company
• Written and Verbal Communication
• Regulatory Awareness
• Accountability
• Teamwork

A little reputed company  We’re the Nucleus Financial Platforms group and we help reputed company 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 reputed company. 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 reputed company. That’s why our culture, values, and reputed company responsibility are things we reputed company at the top of our agenda – because we know they matter and have a big reputed company.  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 reputed company a reputed company difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.  Are we a perfect match? reputed company out this video and reputed company out!  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 reputed company exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a reputed company imperative. It isn’t about being PC. It’s about being reputed company-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 reputed company ability to problem-solve. And it means being more representative of customer reputed company, which supports areas such as product development.  At Nucleus, we offer a generous reputed company of benefits for the things that really matter to our people, including a non-contributory pension, bonus, reputed company parental leave, reputed company time off for emergencies, health and wellbeing initiatives and flexible working reputed company.  Apply To This Job