About the role We’re looking for an experienced Head of Complaints to join our Strategic Operations department. This is a key role responsible for the group Complaints department and delivering excellent service and good customer outcomes. The Head of Complaints will lead the development and implementation of a comprehensive Complaints Management and Quality Assurance framework within a regulated environment, ensuring strict adherence to FCA regulations and Consumer Duty principles. This role involves overseeing and delivering an efficient end-to-end complaints handling process, fostering a customer-centric culture, and driving continuous improvement in complaint resolution and customer satisfaction. You’ll collaborate with internal and external stakeholders to enhance communication and compliance, leverage AI and innovative technologies to streamline operations, and proactively identify and mitigate risks associated with complaints. Additionally, you’ll provide strategic leadership to the COO and Complaints team, emphasising professional development and effective stakeholder engagement, while delivering insightful reporting and analysis to inform decision-making and drive regulatory compliance across the business, with reporting of thermatic reviews and root cause analysis to the executive team and Board. You’ll spend your time: Establishing a robust and comprehensive Complaints Management framework, complemented by a Quality Assurance (QA) framework, that align with FCA and PRA regulatory standards, with Consumer Duty at the core Collaborating closely with key stakeholders across the organisation to develop policies, procedures, and guidelines that ensure efficient, effective complaints handling, resolution, and reporting. Implementing frameworks that will not only meet compliance requirements but also uphold industry best practices, delivering exceptional outcomes for consumers. Keeping up to date knowledge about regulatory changes and proactively updating our complaints processes and procedures to align with the latest requirements. Working closely with the Chief Operating Officer and Strategic Operations Director to take full ownership of the end-to-end complaints function within the business. Uniting teams across multiple business areas and collaborating with our outsourcing partner to ensure customers consistently receive the best possible outcomes. Overseeing the entire complaints handling process, ensuring complaints are resolved promptly, fairly, and with empathy. Monitoring key metrics such as resolution times and customer satisfaction, proactively identifying trends and implementing opportunities for continuous improvement. Inspire and lead the Complaints and Quality Assurance (QA) teams with energy and vision, fostering a culture of excellence and accountability. As part of the Senior Leadership Team, you will set clear, ambitious goals and empower the teams to exceed expectations, driving innovation, continuous improvement, and the delivery of world-class service. Provide coaching and mentoring across the department, providing impactful development opportunities to enhance your team's skills and expertise, particularly in navigating the UK regulatory landscape and championing Consumer Duty principles. Continuously reviewing and enhancing the Complaints and QA processes using best-in-class tools and the latest technologies. Identifying opportunities to enhance the complaints processes, systems, and tools to drive efficiency, streamline workflows, and enhance the customer experience in line with Consumer Duty requirements. Identify opportunities we can make to eventually move the Complaints & QA function towards automation, leveraging the latest AI technology & techniques. Proactively identify and mitigate potential risks within processes and customer interactions, with a specific focus on the risks outlined by Consumer Duty. Collaborate closely with our First Line Risk and Compliance teams to develop a comprehensive framework that includes, but is not limited to, conducting risk assessments, performing detailed Root Cause analyses, and implementing preventive measures to reduce the likelihood of recurring issues and regulatory penalties. Ensuring robust controls and monitoring mechanisms are in place to track and address potential risks. Working with other areas of Strategic Operations to support the continuing development of comprehensive reports and analysis on trends, resolution outcomes, and key performance indicators. Providing regular updates to senior management, regulatory bodies, and other stakeholders, highlighting areas for improvement, emerging risks, and actionable insights to drive strategic decision-making. Positively demonstrating the Nucleus Smart, Heart and Courage values and behaviours A bit about you We’ve always placed more importance on cultural contribution above technical ability, but we’d really like you to have/be: Experienced in operating at a senior level up to C-suite and able to demonstrate the ability to collaborate, inspire and influence at all levels. Significant experience working in a regulated environment within the UK, preferably within the Pensions or Financial Services industry. Proven track record of success in leading complaints and QA functions, including the ability to run and evolve effective frameworks and processes aligned with UK regulatory requirements In-depth knowledge of UK regulatory landscape, specifically FCA regulations and guidelines, including the Consumer Duty. Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams. Strong understanding of the Consumer Duty and its implications for complaints handling and customer service. Passion to drive good customer outcomes. Good understanding of latest QA techniques and technologies including AI and sentiment analysis and machine learning techniques. Exceptional communication and stakeholder management abilities, with the capacity to interact effectively with internal and external stakeholders at all levels. Analytical mindset with the ability to identify trends, perform root cause analysis, and leverage data to drive process improvement in accordance with regulations and the Consumer Duty. Strategic thinking and problem-solving skills, with the ability to develop innovative solutions and make informed decisions within the regulatory framework. Sound knowledge of risk management principles and the ability to mitigate risks associated with complaints handling. Proficient in using complaint management systems and tools to enhance efficiency and streamline processes in accordance with regulations and the Consumer Duty. A strong background in Root Cause Analysis, enabling you to identify potentially problematic themes and transform them into detailed action plans with measurable, timely, and impactful improvements. A strong understand of trend analysis to support capacity and proactive resource management. 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.