Senior Consumer Support Manager

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.