We’re on the lookout for a Customer Resolution Quality & Control Manager to join our Customer Resolution Team. This role will be responsible for maintaining the technical systems and structures used by the Customer Resolution team, managing our continuing data driven Root Cause Analysis, defining the quality objectives and policies and providing operational reporting to evidence the delivery of great client outcomes. Alongside this the role will be responsible for the Quality Assurance for the team, ensuring they comply with all processes and policies alongside our regulatory requirements. You’ll have the opportunity to work alongside key stakeholders, build strong relationships within the team and report your findings and MI to Senior Management. You’ll also manage the delivery of system updates, quality control, reporting and data analysis, to name a few of the exciting things to get involved with in this role. No two days will be the same as our Quality & Control Manager focuses on tasks and activities that are varied and deliver true value to our customers. Here are some of the activities you’ll get involved with as our Quality and Control Manager: Real Time and Retrospective Quality Assurance Checks, providing effective and timely feedback to improve compliance Owner of the data model and setting of controls (data standards) for input and data out: operational reporting, MI and Root Cause Analysis (RCA) Data monitoring of performance and information reporting to stakeholders Using data to understand trends and develop detailed RCA to reduce the volume, value or impact of future complaints Analysing and educating the business on root cause whilst collaborating to drive improvements Aptean relationship manager, establishing regular contact points to ensure the effective use of all features of Respond Development, testing and delivery of Respond changes, as well as testing and communicating system release updates Identify and manage operational risks and issues Review and improve existing process design to enhance the customer journey A bit about you Your friends might call you the ‘curious’ one. Always seeking the right answer to identify the root cause of any issue. You love to ask questions and know there is value in being methodical and structured in your approach. When there are many ways to do something, you’re the one who can demonstrate why one particular way is the best choice. You get a kick out of seeing things through to the end, and while you leave no stone unturned, you remain vigilant and agile to get stuff done in an efficient way. Reaching that final milestone brings you joy, and you always take the time to reflect back on what’s happened and how you can apply that to the future to make sure things are constantly improving and evolving. At Nucleus, we’ve always placed high value in cultural contribution and growing our diversity of thought, over technical capability. But it would great if you had some of the following: Relevant understanding of the DISP rules and guidance, FCA guidance, FOS approaches/decisions Skilled at analysing data and themes to provide insight and drive improvements Excellent technical skills including Respond, Excel and use of pivot tables A keen team player who is approachable, helpful and willing to go the extra mile – collaborating and teamwork is your default Ability to manage conflicting priorities and evolving work demands Experience in financial services, with full understanding of interactions and interdependencies across all functional groups and stakeholders A little about us Our purpose at Nucleus is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. It is this purpose that drives everything we do. Whether you are working in a role that is customer-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 customers. 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. This short film gives you an insight into what it is like to work with us. 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. We offer a generous blend of benefits for the things that really matter to our people, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.