Head of Consumer Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop and implement the Consumer Support strategy that aligns with business objectives and regulatory standards.

• Create and execute a strategy for vulnerable customers in accordance with FCA guidelines and Consumer Duty.

• Establish and carry out the Vulnerable Customer strategy, Standard, Framework, and international e-learning modules.

• Advocate for the customer's voice throughout the organization, facilitating enhancements in products, processes, and policies.

• Lead and nurture a high-performing team.

• Oversee the complete customer journey, pinpointing issues and eliminating unnecessary obstacles.

• Assess and report on Customer Outcomes Monitoring and Testing, including results for various customer demographics.

• Investigate root causes of unsatisfactory outcomes and tackle associated risks and issues.

• Ensure adherence to regulatory requirements for identifying, assisting, and documenting interactions with vulnerable customers.

• Serve as the internal expert on Consumer Support.

• Facilitate staff training to recognize signs of vulnerability.

• Guide analysts in utilizing data analysis and AI technology as needed to pinpoint service enhancements.

• Collaborate with charities and support organizations to establish partnerships and enhance understanding of vulnerable customer groups.

• Report to senior management and regulators on the effectiveness of Consumer Support.

• Generate monthly management reports for governance meetings and participate in committees.

• Work in tandem with the Senior Product Governance Manager and Senior Customer Outcomes Manager.

⛳️ Requirements

• Comprehensive knowledge of FCA regulations, especially the Consumer Duty, and guidance on the fair treatment of vulnerable customers.

• Background in customer service, compliance, or risk management, preferably within the financial services sector.

• Strong empathy and exceptional communication skills.

• Proven track record in leading cross-functional projects.

• Proficient in data analysis, reporting, and delivering insights to stakeholders.

• Excellent organizational capabilities and meticulous attention to detail.

• Experience working with vulnerable or at-risk populations is highly preferred.

• Superior written and verbal communication abilities.

• Capacity to manage projects independently from inception to completion and collaborate effectively in a fast-paced, deadline-oriented environment.

• Outstanding leadership, influence, relationship management, and teamwork skills.

• A degree or relevant pension professional qualification is advantageous.

• Dedication to the values, behaviors, and Code of Conduct of Nucleus.

• Accountable for achieving positive customer outcomes.

🏝️ Benefits

• Non-contributory pension.

• Bonus.

• Enhanced parental leave.

• Paid time off for emergencies.

• Health and wellbeing programs.

• Flexible working arrangements.

• Recognition for efforts.

• Inclusion and diversity initiatives.