Complaints Technical Lead

We’re on the hunt for a Technical Lead to join our Customer Resolutions Team.  This is a great opportunity for you to use previous experience in handling customer complaints while helping our complaint handlers with coaching and technical support. 

You will be responsible for liaising with the Financial Ombudsman Service (FOS) and The Pensions Ombudsman (TPO) when our customers have asked them to support in resolving their complaint therefore knowledge and experience of these services and the FCA’s dispute resolution rules are key attributes.

You will also be a subject matter expert on complex pension complaints and the skills to ensure consistent, fair, and regulatory-compliant outcomes.

Our Technical Leads provide technical guidance, case review, and mentoring to complaint handlers and team leaders and use insight to contribute to root cause analysis and continuous improvement initiatives.

You will work with key stakeholders in the business to resolve high profile complaint cases including on behalf of our Executive Board so attention to detail and great communication skills are needed.

Responsibilities:

Technical Expertise & Case Escalations

• Provide expert input on complex, high-risk, or precedent-setting complaints.
• Review and quality-check complaint outcomes and redress calculations.

FOS/TPO & Governance Support

• Take ownership of any referrals to FOS and TPO. Activities will include preparing case files, providing documentation, evidence and rationale. 
• Liaise with FOS/TPO investigators and Ombudsman, working to their deadlines.
• Attend FOS/TPO case workshops or act as internal representative on FOS/TPO related projects.
• Participate in internal complaint governance forums, sharing insights on trends, case law, and regulatory changes.

Mentoring & Technical Coaching

• Provide one-on-one coaching or clinics to build complaint handlers’ confidence.
• Support training and onboarding with technical briefings, scenario reviews, and best practice guidance.
• Take responsibility in everything you do to deliver good outcomes for our customers
• Positively demonstrate the Nucleus values and behaviours

Regulatory & Risk Oversight

• Ensure complaint responses are technically accurate, fair, and aligned with FOS guidance, FCA expectations, and internal standards.
• Flag and document any regulatory breaches, emerging risks, or conduct issues observed through complaint trends.
• Ensure compliance with Code of Conduct at all times

Root Cause Analysis & Continuous Improvement

• Input into Root Cause Analysis (RCA) sessions and contribute to MI insights around technical complaint themes.
• Work with Risk, Compliance, Product, and Operations teams to resolve technical issues causing repeat complaints.

A bit about you:

• Strong background in complaints handling within UK financial services
• Expert knowledge of FCA DISP rules, Consumer Duty, and TCF.
• Familiarity with FOS adjudication approaches in investment/pension complaints.
• Excellent written communication, capable of drafting technically sound responses and providing coaching to improve others’ work.
• Strong analytical and investigative skills.

Desirable:

• Experience with root cause analysis and continuous improvement in a regulated setting.
• Exposure to regulatory reporting, FOS audits, or past business reviews.

Key Competencies: 

• Technical & Regulatory Knowledge
• Quality Assurance & Attention to Detail
• Analytical Problem Solving
• Coaching & Development
• Risk & Governance Awareness
• Communication & Influence
• Stakeholder Engagement
• Customer Fairness & Integrity

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. 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.

If you’d like to find out more about us or the role, you can check out #Wearenucleus on social media to see what we’ve been up to recently