Case Manager

Job description

Role can be based Edinburgh, Salisbury or remote

Role Purpose

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

Key Responsibilities

• Complaint Handling:
  • Acknowledge, investigate, and respond to complaints within regulatory and internal service-level timelines (e.g., 3-day resolution, 8-week final response).
  • Conduct fair, thorough, and impartial investigations using available systems, records, and interviews with relevant departments.
• Customer Communication:
  • 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.
• Regulatory Compliance:
  • Ensure all 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.

• Root Cause Analysis & Continuous Improvement:
  • Log and categorise complaint root 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 gather facts and coordinate responses.
  • Share insights with other teams to drive service improvement.

Skills & Experience

Essential:

• 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.

Desirable:

• Experience with complex complaint cases (e.g. fraud, suitability, pension transfers).
• Familiarity with Financial Ombudsman Service (FOS) decisions and approach.
• Knowledge of relevant financial products (e.g., ISAs, SIPPs, investment funds).
• Experience using complaints case management systems (e.g., Salesforce, Aptean, Resolver).

Key Competencies

• Customer Centricity
• Analytical Thinking
• Integrity and Judgement
• Resilience and Empathy
• Written and Verbal Communication
• Regulatory Awareness
• Accountability
• Teamwork

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.  Are we a perfect match? Check out this video and find 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 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.  Apply To This Job