We’re on the lookout for a Complaints People Leader to join our Customer Resolutions Team. This role is responsible for managing and developing a team handling customer complaints, ensuring a fair, efficient, and customer-centric resolution process. The role requires strong leadership skills to drive team performance, process improvements, and compliance with internal policies and regulatory standards. You’ll have the opportunity to work alongside key stakeholders, build strong relationships within the team and drive continuous improvements. You will be responsible for the daily support of our Complaints Team as well as their learning and development. Here are some of the activities you’ll get involved with as our Complaints People Leader: Team Leadership & Development: Lead, motivate, and coach a team of complaints specialists or case handlers. Set clear objectives and performance goals while conducting regular performance reviews. Identify training needs and provide development opportunities to enhance team skills. Complaint Resolution Management: Oversee the complaints resolution process, ensuring timely, accurate, and customer-focused outcomes. Monitor case escalations and intervene as necessary to resolve complex issues. Analyse complaint trends to identify systemic problems and areas for improvement. Process Improvements Collaborate with stakeholders to streamline complaints processes, reducing resolution times. Implement feedback mechanisms to improve service delivery and customer experience. Regulatory & Policy Compliance Ensure all complaints are handled in line with company policies, regulatory requirements, and service level agreements (SLAs). Prepare accurate reports and documentation to demonstrate compliance and performance metrics. Customer Advocacy: Champion the voice of the customer across the organization. Use customer feedback and complaint data to drive continuous improvement initiatives. Outcome driven results in line with our Consumer Duty requirements, making it part of our nature language and response to customers. Reporting & Analysis: Track key metrics (e.g., complaint resolution times, escalation rates, satisfaction scores). Generate regular reports to senior management, identifying trends, risks, and opportunities. Working with the Operational Manager, and Head of Complaints to ensure that controls are effective and monitored, and flagging any risks or trends that maybe emerging that could impact the business or customer. A bit about you Your friends would probably describe you as a ‘problem-solver’ who is motivated by doing the right thing and supporting others to do the same. You'll demonstrate an open and honest approach and be able to build relationships and communicate confidently across the business. You'll encourage the right behaviours and support our core values. You’ll set the bar high and be part of a team environment which is both supportive and rewarding, where high performance is the norm. 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: Proven leadership experience in complaints handling, customer service, or a related field. Strong interpersonal, coaching, and people management skills. Excellent problem-solving, analytical, and decision-making abilities. Ability to handle high-pressure situations with professionalism and empathy. Strong understanding of regulatory frameworks and compliance standards. Effective communication and stakeholder management skills. 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. 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.