Complaints Quality

3 weeks ago

Edinburgh, United Kingdom Nucleus Financial Full time

We’re on the lookout for a Quality and Control Lead to join our Customer Resolutions team. This role will be responsible for maintaining the technical systems and structures used by the complaints function to fulfil their daily responsibilities. Within our change control framework, our Quality and Control Lead will ensure changes are planned, managed, tested and fully documented.

You’ll have the opportunity to work with our external suppliers to create, build and advance our business relationships, as well as working in partnership cross-functionally within the organisation. You’ll also manage the delivery of system updates, quality control, reporting and data analysis, to name a few of the exciting things to get involved with in this role. No two days will be the same as our Quality and Control Lead focuses on tasks and activities that are varied and deliver true value to our customers.

Here are some of the activities you’ll get involved with as our Quality and Control Lead:

Real Time and Retrospective QA Checks, providing effective and timely feedback to improve complianceCapacity planning and forecasting to manage expected workloadOwner of the data model and setting of controls (data standards) for input and data out: operational reporting, MI and RCAData monitoring of performance and information reporting to stakeholdersUsing data to understand trends and develop detailed Root Cause Analysis (RCA) to reduce the volume, value or impact of future complaintsAnalysing and educating the business on root cause whilst collaborating to drive improvementsAptean relationship manager, establishing regular contact points to ensure the effective use of all features of RespondDevelopment, testing and delivery of Respond changes, as well as testing and communicating system release updatesIdentify and manage operational risks and issuesReview and improve existing process design to enhance the customer journey

A bit about you

Your friends might call you the ‘curious’ one. Always seeking the right answer to identify the root cause of any issue. You love to ask questions and know there is value in being methodical and structured in your approach. When there are many ways to do something, you’re the one who can demonstrate why one particular way is the best choice.

You get a kick out of seeing things through to the end, and while you leave no stone unturned, you remain vigilant and agile to get stuff done in an efficient way. Reaching that final milestone brings you joy and you always take the time to reflect back on what’s happened and how you can apply that to the future to make sure things are constantly improving and evolving.

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:

A good track-record in the delivery of changes to the Respond systemRelevant understanding of the DISP rules and guidance, FCA guidance, FOS approaches/decisionsSkilled at analysing data and themes to provide insight and drive improvementsExcellent technical skills including Respond, Excel and use of pivot tablesA keen team player who is approachable, helpful and willing to go the extra mile – collaborating and teamwork is your defaultAbility to manage conflicting priorities and evolving work demandsExperience in financial services, with full understanding of interactions and interdependencies across all functional groups and stakeholders

A little about us 

Our purpose at Nucleus is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. It is this purpose that drives everything we do. Whether you are working in a role that is customer-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 customers. 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 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.

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