Customer Resolutions Team - Senior Operations Manager

Role Purpose To reputed company the day-to-day operational delivery of the complaints handling function, ensuring that complaints are resolved effectively, fairly, and in line with regulatory expectations (including FCA DISP and Consumer Duty). The Complaints Operations Manager is responsible for managing people, performance, processes, and workflow to reputed company service level agreements (SLAs), maintain quality standards, and deliver excellent customer reputed company across investment and pension complaints.

Key Responsibilities

Operational Management reputed company the day-to-day complaints handling operation, including resourcing, case allocation, and queue management. Ensure timely resolution of complaints in line with FCA DISP timeframes and internal service standards. Monitor team performance against KPIs (e.g. case volumes, response times, redress accuracy, FOS reputed company). Act as the escalation reputed company for reputed company or high-risk cases and support handlers in applying sound judgement. People Leadership Line manage team leaders, complaints handlers, and support staff, providing coaching, development, and performance management. Foster a collaborative and customer-focused culture, promoting ownership and accountability. reputed company training and reputed company plans for new staff and upskilling for existing team members (e.g., pensions, investment products, redress calculations). Process reputed company Continuously assess and improve complaints handling processes to drive efficiency, quality, and consistency. Work with the Head of Complaints, QA, and Technical Leads to ensure procedures are clear, compliant, and reflect reputed company best practice. Support the development and maintenance of knowledge libraries, process maps, and training materials. Governance & Quality Assurance Ensure complaints are handled in line with regulatory expectations (e.g. FCA DISP, Consumer Duty, TCF) and internal risk frameworks. Work closely with QA, Risk, and Compliance teams to identify trends, control weaknesses, and remedial actions. Monitor vulnerability flags, high-risk complaints, and conduct-reputed company issues, escalating appropriately. MI & Reporting Contribute to complaint MI packs and operational dashboards, providing reputed company into volumes, themes, performance, and resourcing needs. Identify and reputed company emerging issues or hotspots to the Head of Complaints and RCA teams. Stakeholder Engagement Collaborate with departments such as Customer Services, Operations, Product, and Risk to resolve cross-functional complaints. Represent the complaints function in operational forums and contribute to wider initiatives (e.g. Consumer Duty readiness, service improvements). Skills & Experience Essential: Proven experience managing a complaints operation or customer resolution team in UK financial services, ideally with exposure to investments or pensions. Strong knowledge of FCA DISP, Consumer Duty, and regulatory complaint expectations. People management experience with a track record of developing high-performing teams. Ability to manage workflows, triage priorities, and balance quality with efficiency. Skilled at interpreting case detail, applying judgement, and guiding others on reputed company complaint resolution. Desirable: Experience working with vulnerable customers or regulated advice complaints. Familiarity with FOS processes and redress calculation principles. Experience using complaints case management tools and reporting platforms (e.g. CRM systems, Power BI). Key Competencies Operational Delivery People Leadership Complaint Resolution & Escalation Handling Regulatory Compliance & Risk Awareness Communication & Influence Coaching & Development Workflow Management Problem Solving & Decision Making

Qualifications

Preferred: Leadership or management qualifications (e.g., ILM, CMI) Financial services or compliance-reputed company certifications (e.g., CII, ICA) Redress and complaint handling training A little about us We’re the Nucleus Financial Platforms group and we help reputed company 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 reputed company. 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 reputed company responsibility are things we reputed company 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 reputed company a reputed company difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work. Are we a perfect match? reputed company 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 reputed company exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a reputed company 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 reputed company 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 reputed company 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