Head of Consumer Support

The primary purpose of the Senior Consumer Support Manager sets the strategic vision for Consumer Support and Vulnerable Customers, driving innovation and cultural change to deliver good customer outcomes that meet regulatory and customer expectations and contributes to long-term customer satisfaction and retention. The Senior Consumer Support Manager will also play an integral role in Consumer Duty activities and chair the Consumer Support Steering Committee, Vulnerable Customer Steering Committee and have ownership of the Customer Care Ambassadors, be a key contributor to the Customer Outcomes Committee, Product Governance Working Group, Culture Steering Committee and attendance (where required) to all other consumer duty committees or forums. You will lead transformation initiatives, influence enterprise-wide decisions, that ensure vulnerable customers receive appropriate support throughout their journey with Nucleus. You will work cross-functionally with other relevant third parties, compliance, operations, customer service, training, quality assurance and risk teams to embed Consumer Support and build vulnerability awareness and best practices across the business. As a customer champion the Senior Consumer Support Manager needs to be values led, a confident public speaker, and customer focussed to help maintain a balance between commercial benefit and customer outcomes. People skills are a definite must-have. Key Accountabilities: · Define and execute the Consumer Support strategy aligned with business goals and regulatory expectations including the development and execution of the vulnerable customer strategy in line with FCA guidelines, including Consumer Duty. · Define and execute the Vulnerable Customer strategy, Standard, Framework and overseas e-learning modules to ensure meets regulatory requirements. · Champion the voice of the customer across the organisation, using insights to inform product, process, and policy improvements. · Lead and develop a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity · Own the end-to-end customer journey, identifying pain points and implementing solutions to improve outcomes and remove unreasonable barriers. · Review and report on Customer Outcomes Monitoring and Testing where good and poor outcomes are identified including whether any group of customers are receiving worse outcomes. · Evaluate the root cause of poor outcomes and take actions to address and risks or issues. · Ensure compliance with regulatory expectations around identifying, supporting, and recording interactions with vulnerable customers. · Act as the internal subject matter expert on Consumer Support, keeping the business updated on regulatory developments and best practice. · Support OSS to ensure staff actively identify signs of vulnerability, through training and support using available internal/external resources. · Lead a team of analysts who will develop and interrogate data to identify areas for service improvement across all customer journeys utilising AI technology where appropriate to drive efficiencies, via Customer Outcomes Monitoring and Testing including for differing customer cohorts and those with vulnerable characteristics. · Liaise with external organisations (e.g. charities, support services) to improve understanding and build partnerships to aid our staff’s understanding and how to interact with various cohorts of vulnerable customers. · Report to senior leadership and regulators on the effectiveness of Consumer Support policies and initiatives. · Produce monthly MI into several governance forms and attend governance committees and forums to share information and to keep stakeholders informed across the group to build a continuous feedback loop of engagement and learning based on analyst findings. · Work collaboratively with Senior Product Governance Manager and Senior Customer Outcomes Manager to drive cohesive and collaborative ways of working. Competencies: · Excellent written and verbal communication skills, with the ability to present findings and insights in a clear and concise manner. · Ability to self-manage projects end to end, work independently and collaboratively in a fast-paced, deadline-driven environment. · Positive attitude, self-motivated, and willingness to learn and adapt to new challenges. · Strong attention to detail, with the ability to produce and deliver both written reports and presentations, to the relevant working groups or governance committees. · Progress Tracking and Benefits Realisation. · Excellent Leadership skills to drive accurate, timely and positive results. · Strong communication, influencing and relationship management skills, excellent collaborator who can develop and maintain strong relationships across the business. Knowledge and Experience: · In-depth understanding of FCA regulations, particularly the Consumer Duty, and guidance on the fair treatment of vulnerable customers. · Experience in customer service, compliance, or risk roles, ideally within financial services. · Strong empathy and communication skills. · Proven ability to lead cross-functional initiatives. · Experience with data analysis, reporting, and presenting findings to stakeholders. · Strong organisational skills and attention to detail. · Experience working with vulnerable or at-risk individuals is highly desirable. Values and Behaviours: · Positively demonstrate the Nucleus values and behaviours. · Ensure compliance with Code of Conduct at all times. · Take responsibility in everything you do to deliver good outcomes for our customers. Desirable: · Degree or relevant pension professional qualification. A little about us We’re the Nucleus Financial Platforms group and we help make 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 outcomes. 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 social responsibility are things we keep 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 make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work. 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 box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial 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 better collective 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 blend 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.