Complaints Case Manager

4 weeks ago


Ipswich, United Kingdom Nucleus Financial Full time

About the role

We’re looking for a Case Manager to join our Client Relations team on a permanent basis. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved.

You’ll work as part of a tight-knit team to respond and resolve complex and/or regulatory complaints relating to multiple products. Case Managers are also responsible for investigating internally identified (and potential) errors that pose a financial or reputational risk for the company, whilst remaining accountable for customer and advisor care.

You’ll enjoy taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build strong relationships with other departments.

You’ll spend your time:

Handling complaint and price comparison cases to agreed standards and in compliance with the Code of Conduct at all timesUsing detailed knowledge and investigative skills to fully explore casesDeveloping formal and informal networks throughout the company to facilitate information gatheringProviding expert advice when resolving complaintsProactively contacting investors and managing cases, setting expectations and delivering excellent customer service throughoutCapturing all details and progress of a complaint, categorising it in accordance with business and FCA standardsIdentifying ways to improve customer service and complaint handling, sharing specialist knowledge and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints.

A bit about you 

Your friends might describe you as the ‘problem-solver’. You love using your initiative and analytical skills to identify the best course of action, going the extra mile to ensure you deliver suitable resolutions and excellent service.

You’ll enjoy working within a fast-paced environment that gives you the opportunity to use your organisational and time management skills to multi-task within set deadlines. Professional with a positive outlook, you’ll take great pride in your ability to articulate complex information in a friendly and easily understandable way, both through conversation and written communication.

You’ll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.

We’ve always placed more importance on cultural contribution above technical ability but we’d really like you to have/be:

Experience of writing customer complaint response lettersGood discretion and judgment, when dealing with a wide range of situationsThe ability to communicate and translate the technically complex so that it is easily understood, both verbally and writtenConfidence to use your own initiative and problem-solving skillsAbility to prioritise and remain agile with conflicting work demandsA positive, empathetic and professional attitudeThe ability to establish and maintain relationships with investors, advisors, and the OmbudsmanTo be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purposeAbility to influence and negotiate effectively, at all levelsStrong analytical and investigative skillsThe ability to think broadly and intuitively in terms of what is the fair and reasonable course of action for an investorExperience of working within an investor/adviser-focused departmentStrong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms

  • Ipswich, United Kingdom Employment Specialists Ltd Full time

    Our expanding Insurance client has created a new role of Group Complaints Manager to join their Central Assurance Department. This role is offered on a hybrid or office-based basis. You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations. This will suit an experienced...


  • Ipswich, Suffolk, United Kingdom Employment Specialist Full time

    Our expanding Insurance client has created a new role of Group Complaints Manager to join their Central Assurance Department. This role is offered on a hybrid or office-based basis. You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations. This will suit an experienced...

  • Complaints Handler

    2 weeks ago


    Ipswich, United Kingdom Employment Specialists Ltd Full time

    Our Client has an excellent opportunity for someone to join their Complaints department, assisting Customers who have been let down by their interactions with the company. They are seeking bright individual with previous Complaints experience gained from either an Insurer, Broker, or Claims Management company. In addition to your technical knowledge, you...


  • Ipswich, Suffolk, United Kingdom Pure Resourcing Limited Full time

    Monday-Friday 9am-5:30pm (Fridays 5pm) £We’re looking for a Case Manager to join our Client Relations team on a permanent basis. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved. ...

  • Field Agent

    19 hours ago


    Ipswich, United Kingdom Ascent Performance Group Ltd Full time

    **We are looking for self-employed field agents in the Ipswich area on a part-time/full - time basis, that are keen to play a huge part in the ongoing success of Ascent.** **A bit about Ascent** At Ascent we place the customer at the heart of our operations, ensuring that within our customers most vulnerable times, we offer the support they deserve. You...

  • Fleet Manager

    1 month ago


    Ipswich, United Kingdom Compass Point Recruitment Full time

    Compass Point Recruitment have partnered with a fantastic employer locally, based south of Ipswich, who are looking for a Fleet manager to join their team. This senior management position entails direct accountability for enhancing site productivity and efficiency through optimised finished goods flows. Key areas of focus include: • Defining medium to...

  • Bar Manager

    6 days ago


    Ipswich, United Kingdom Rayment Recruitment Full time

    Bar Manager Outskirts of Ipswich £11.50ph Our Client, a Rosette standard busy gastro pub with rooms, are currently recruiting for an experienced Bar Manager. Because of its location a driver is required although there is live in also available if needed. The Role: - Plan, direct and oversee all bar operations including managing staff, ensuring product...

  • Fleet Manager

    3 weeks ago


    Ipswich, United Kingdom Compass Point Recruitment Full time

    Compass Point Recruitment have partnered with a fantastic employer locally, based south of Ipswich, who are looking for a Fleet manager to join their team.This senior management position entails direct accountability for enhancing site productivity and efficiency through optimised finished goods flows. Key areas of focus include:• Defining medium to...


  • Ipswich, United Kingdom WTW Full time

    This is an exciting time to join HR within WTW. We are creating a new ER function with a unique opportunity to be at the start of our journey, helping to shape, drive and guide how we operate. We offer the ability to work with likeminded individuals and the space to share your knowledge, expertise and innovation, in how we manage ER for over 6000 colleagues...


  • Ipswich, United Kingdom Rutherford Briant Full time

    Rutherford Briant are recruiting for a newly created Commercial Management Accountant in a business that has grown significantly and has continuous investment to support their growth. As the Commercial Management Accountant, you will be responsible for ensuringthat all financial forecasts and models are maintained with diligence and commercial...

  • Fleet Manager

    1 month ago


    Ipswich, Suffolk, United Kingdom Compass Point Recruitment Full time

    Compass Point Recruitment have partnered with a fantastic employer locally, based south of Ipswich, who are looking for a Fleet manager to join their team. This senior management position entails direct accountability for enhancing site productivity and efficiency through optimised finished goods flows. Defining medium to long-term strategies to...

  • Fleet Manager

    3 weeks ago


    Ipswich, Suffolk, United Kingdom Compass Point Recruitment Ltd Full time

    Industrial Recruitment Solutions ,Supply Chain Permanent Contact phone: Compass Point Recruitment have partnered with a fantastic employer locally, based south of Ipswich, who are looking for a Fleet manager to join their team. This senior management position entails direct accountability for enhancing site productivity and efficiency through optimised...

  • Fleet Manager

    1 month ago


    Ipswich, Suffolk, United Kingdom Compass Point Recruitment Full time

    Compass Point Recruitment have partnered with a fantastic employer locally, based south of Ipswich, who are looking for a Fleet manager to join their team. This senior management position entails direct accountability for enhancing site productivity and efficiency through optimised finished goods flows. Key areas of focus include: Defining medium to...


  • Ipswich, United Kingdom Employment Specialists Ltd Full time

    A rapidly growing Insurance organisation, who are market leaders, are looking for an experienced Motor Claims Handler who can manage some of their largest claims, often of millions of pounds in value.To be able to confidently manage technically complex and often contentious claims of this value, you will already have experience of managing large losses over...


  • Ipswich, United Kingdom Employment Specialist Full time

    A rapidly growing Insurance organisation, who are market leaders, are looking for an experienced Motor Claims Handler who can manage some of their largest claims, often of millions of pounds in value.Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunityTo be able to confidently manage technically...


  • Ipswich, United Kingdom Blue Cross For Pets Full time

    **Contract: Permanent, part time - 4 days per week (28 hours)** **Salary: £21,255 - £23,806 FTE per annum (pro rata for part time)** **Location: Ipswich, IP2 8NQ** **Closing date**: **midday Friday 15 December 2023.** We are recruiting a - **Reception & Administration Assistant** for our Rehoming & Fostering Centre in Suffolk to ensure a warm, friendly...

  • Support Secretary

    1 month ago


    Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    An exciting opportunity has arisen for a motivated, proactive support secretary within the Breast services team based at Ipswich Hospital. This is an exciting time to join the friendly and patient focused breast care team as the service is moving into a new dedicated breast care centre on the Ipswich hospital site. You will manage all of the administrative...

  • Conveyancer

    3 days ago


    Ipswich, United Kingdom Time Appointments Full time

    We are delighted to have been instructed by leading law firm based in Ipswich to assist them in recruiting for an experienced Conveyancer to join their growing team of professionals. This is a truly fantastic opportunity to work for a firm that pride’s themselves on giving their staff the independence to establish their own future, in an environment in...

  • Business Analyst

    3 weeks ago


    Ipswich, United Kingdom Consult Energy Full time

    BUSINESS ANALYST - IpswichAn experienced Business Analyst is required to join a Company that is at the heart of the Energy transition on a permanent basis. To help with business growth and identify, document and analyse new opportunities or improvements.Essential Experience * Experience in business analysis, requirements gathering, as-is/to-be * Background...

  • Conveyancer

    2 days ago


    Ipswich, United Kingdom Time Appointments Full time

    We are delighted to have been instructed by leading law firm based in Ipswich to assist them in recruiting for an experienced Conveyancer to join their growing team of professionals. This is a truly fantastic opportunity to work for a firm that pride’s themselves on giving their staff the independence to establish their own future, in an environment in...