As a Customer Resolution Technical Manager, you will lead the resolution of high-profile, complex complaints as well as having oversight for those complaints which have been referred to the Financial Ombudsman Service. This is a key leadership role that combines operational excellence with strategic oversight, whilst putting the customer at the heart of everything you do. You’ll have the opportunity to work alongside key stakeholders, build strong relationships within the team and the wider business. You will take ownership of resolving and supporting with complex technical complaints from our customers. Your role will be crucial in ensuring we meet our high standards of customer satisfaction while maintaining regulatory compliance. Some of the activities you’ll get involved with as our Customer Resolution Technical Manager include: Act as a subject-matter expert, coaching and supporting colleagues across the business in handling technical complaints. Support the management and resolution of high-risk or technically complex complaints with a focus on achieving fair outcomes. Oversight of the Nucleus Financial Ombudsman Service (FOS) caseload. Supporting a team of case managers to liaise with the FOS to investigate and respond to complaints referred to the service. Acting as the FOS liaison for Nucleus, being the voice of the company in discussions with the Service around best practice and ensuring good client outcomes. Identify trends and insights from complaints data to drive systemic improvements in products, services, and customer journeys. Collaborate with internal teams, including technology, legal, compliance, and customer services, to address root causes. Ensure timely, accurate communication with customers and stakeholders, maintaining trust and confidence. Ensure all complaints are handled in line with FCA regulations and internal policies. Maintain robust records and prepare detailed reports for senior leadership and regulators as required. A bit about you Your friends might call you the ‘proficient’ one. 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 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: What We’re Looking For: Proven experience in complaint management within financial services. Strong technical understanding of financial platforms and systems. Excellent problem-solving skills with a focus on finding practical solutions. Outstanding communication and interpersonal skills A thorough understanding of FCA regulations and complaint-handling standards. Ability to work independently and manage varied workload independently Strong organisation skills and capacity to multi- task A willingness to try new things and embrace change. The ability to make decisions to effectively manage events and issues to resolution 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.