We are working in partnership with Nucleus Financial to hire a Case Manager (complaints) to join their team in Edinburgh on a permanent basis.
This role is important in supporting the service Excellence objectives to ensure positive customer outcomes are achieved by using a variety of dispute resolution skills. You will work within a tight-knit team to respond to and resolve complaints relating to multiple products. As a Case Manager, you must remain accountable for customer care while investigating internally identified (and potential) errors that pose risk to the company. The role will also give the opportunity to interact and build relationships with other departments.
What’s in it for you:
Join the team at Nucleus Financial and enjoy a comprehensive benefits package designed to support your financial security, work-life balance, and overall wellbeing:
Financial Security: Competitive salary with annual reviews, 10% non-contributory employer pension, annual performance-linked bonus, group income protection, and life assurance.
Work-Life Balance: Potential for hybrid working opportunities, 25 days holiday plus bank holidays, increased holidays with length of service, and a holiday trading scheme.
Wellbeing: Private medical insurance, pantry stocked with free food and snacks, discounted gym memberships, cycle-to-work scheme, employee assistance programme with confidential counselling, and support from trained mental health first aiders and menopause ambassadors.
What you’ll be doing:
Handling complaint and price comparison cases to agreed standards and in compliance with the Code of Conduct at all times
Using detailed knowledge and investigative skills to fully explore cases, and providing expert advice when resolving complaints
Developing formal and informal networks throughout the company to facilitate information gathering
Proactively contacting investors and managing cases, setting expectations and delivering excellent customer service throughout
Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards
Identifying ways to improve customer service and complaint handling, sharing specialist knowledge and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints
A bit about you:
This is the perfect role for you if you are seen as a ‘problem-solver’ and can use your initiative and analytical skills to identify the best course of action. You will take pride in your ability to articulate complex information, through both conversation and written communication.
You’ll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.
Nucleus place importance on cultural contribution above technical ability but they would like you to have/be:
Good discretion and judgment, when dealing with a wide range of situations, with a positive, empathetic and professional attitude
The ability to communicate and translate the technically complex so that it is easily understood, both verbally and written
Confidence to use your own initiative and problem-solving skills
Ability to prioritise and remain agile with conflicting work demands
The ability to establish and maintain relationships with investors, advisors, and the Ombudsman
To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose
Ability to influence and negotiate effectively, at all levels
Strong analytical and investigative skills
The ability to think broadly and intuitively in terms of what is the fair and reasonable course of action for an investor
Experience of working within an investor/adviser-focused department
Strong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms
If you are interested in thisCase Manager role, click ‘apply now’ and a member of our team will be in touch!
A little about us
Our purpose at Nucleus is to transform financial services and create better outcomes for our advisers and their clients. It is this purpose that drives everything we do. Whether you are working in a role that is client facing or not, you’ll need to be service obsessed to work here.
It’s a fast paced and exciting environment, and one where we believe you will get the chance to fulfil your potential and do work that really matters, to you and our clients. We believe in you having your own chunk of responsibility and being trusted to make things happen.
Nucleus’ culture is something our people believe sets us apart from other places they’ve worked. We think big, know our stuff and move at pace, but always empowering others along the way and breaking new ground to find better ways of doing things. We know that sometimes the right choice is not the easy one, so empowering each other and celebrating others' successes, as well as our own, is part of what makes us Nucleus #WeAreNucleus
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us this is not a box-ticking thing, it’s a commercial imperative. It isn’t about being PC. It’s about being future relevant and durable. Find out more on our inclusion page.
