Nucleus Group

Role Description This reporting developer position is a role within our Reporting team whereby you’ll use your knowledge and experience to design, create and implement reports using our in-house reporting software Orchestrate. The successful candidate will be someone who enjoys challenges and desires to work in a rapidly growing company, with opportunities for progression in their role. Main Responsibilities - Design, build and maintain reports. - Analyse, organise and combine raw information and data from various sources and transform it into a usable format for reporting. - Interpret trends and patterns. - Identify, troubleshoot and resolve issues within reports and data. - Collaborate with other teams and customers to gather requirements. - Evaluate business needs and identify opportunities for process improvements. - Explore ways to enhance data quality and reliability. - Conduct complex data analysis and report on results. - Other duties as assigned. Qualifications - Previous experience as a reporting developer or in a similar role. - Knowledge of programming languages (e.g. C#, Web services, Jscript.NET, Javascript). - Hands-on experience with SQL Server. - Great numerical and analytical skills. - Advantageous (but full training will be given to the right candidate): - Bachelor’s degree (or equivalent) in computer science, information technology, engineering, or related discipline. - Previous experience using reporting tools such as Crystal Reports, SSRS. - Knowledge of Wealth Management industry. - Knowledge of Investment Management software. - Knowledge of XML, XSLT. Qualities/Attributes - Great written and verbal communication skills. - Take ownership and be accountable. - Mature and responsible. - Risk-aware. - Organisational skills. - Ability to prioritise own workload. - Questions why things are done and drives change. - Attention to detail. - Proactive. - Enthusiastic. - Team player. Benefits - Pension. - Bonus. - Enhanced parental leave. - Paid time off for emergencies. - Health and wellbeing initiatives. - Flexible working options.

Role can be based Edinburgh, Salisbury or remote Role Purpose To investigate, resolve, and respond to customer complaints in a fair, timely, and customer-focused manner in line with FCA DISP rules and internal procedures. The Case Manager ensures that customer concerns are properly understood, root causes are identified, and appropriate redress or remedial action is offered where required. Key Responsibilities - Complaint Handling: - Acknowledge, investigate, and respond to complaints within regulatory and internal service-level timelines (e.g., 3-day resolution, 8-week final response). - Conduct fair, thorough, and impartial investigations using available systems, records, and interviews with relevant departments. - Customer Communication: - Draft clear, empathetic, and jargon-free complaint responses. - Maintain regular contact with customers throughout the complaint lifecycle. - Explain decisions and outcomes clearly, providing redress or goodwill where appropriate. - Regulatory Compliance: - Ensure all complaint handling adheres to FCA DISP rules, Consumer Duty, and Treating Customers Fairly (TCF) principles. - Identify and escalate any breaches, risks, or potential systemic issues. - Root Cause Analysis & Continuous Improvement: - Log and categorise complaint root causes. - Identify themes and contribute to feedback loops with the business to prevent recurrence. - Support MI reporting by accurately recording data and contributing to trend analysis. - Collaboration: - Work closely with product, operations, legal, and compliance teams to gather facts and coordinate responses. - Share insights with other teams to drive service improvement. Skills & Experience Essential: - Proven experience in complaints handling within UK financial services. - Strong understanding of FCA complaint-handling rules and principles. - Excellent written and verbal communication skills. - High attention to detail and strong investigative skills. - Ability to manage own caseload and meet deadlines. Desirable: - Experience with complex complaint cases (e.g. fraud, suitability, pension transfers). - Familiarity with Financial Ombudsman Service (FOS) decisions and approach. - Knowledge of relevant financial products (e.g., ISAs, SIPPs, investment funds). - Experience using complaints case management systems (e.g., Salesforce, Aptean, Resolver). Key Competencies - Customer Centricity - Analytical Thinking - Integrity and Judgement - Resilience and Empathy - Written and Verbal Communication - Regulatory Awareness - Accountability - Teamwork 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.  Are we a perfect match? Check out this video and find out!  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.

Role Description We're on the lookout for a Security Engineer to join Nucleus' Information Security team, to help ensure that we are secure by design. The Security Engineer supports the delivery of Nucleus’s technology and business change agendas by designing and implementing appropriate controls that manage the associated security risks. This will include: - Designing and implementing technical controls. - Embedding these controls into our operations. - Validating that controls are working effectively. The Security Engineer must be able to manage relationships with teams across Nucleus to collaborate on improvements and any outsource partners involved in delivery. The Information Security team aims to ensure that Nucleus is a trusted partner to the firms and people we work with. This role is critical to delivering that outcome: - Being a go-to contact for implementing security controls. - Being ‘hands on’ with their implementation. - Validating that controls are working as intended through technical assessments. - Identifying opportunities for continuous improvement. You’ll work with SMEs across Nucleus to ensure that new processes and controls are handed over to the Security Operations team, and that the Information Security Analysis team have suitable evidence to demonstrate that our risks are effectively managed. Qualifications - Good knowledge of best practice in security capabilities, frameworks, and concepts. - Excellent communicator, able to discuss security effectively with areas of the business. - Good level of Information Security experience, preferably within financial services. - Strong knowledge of IT, Infrastructure, and Networking concepts. - Significant experience maintaining the systems and integrations that enable security controls. - Experience working with cloud platforms such as Microsoft Azure and AWS. - Ownership of tasks, attention to detail, and following through to conclusion. - Ability to prioritize and remain agile with competing work demands. - Excellent attention to detail. Requirements - Apply security best practice in our change and development programmes. - Design and implementation of security controls, following industry best practices and Nucleus standards. - Engage and influence cross-functional stakeholders to produce remediation plans for identified vulnerabilities. - Maintain systems and integrations that enable these controls. - Coordinate on security controls within other members of the Nucleus Group. - Support Audit and Due Diligence activities. - Work with Security Operations and Analysis to adopt and maintain standards. - Take responsibility in everything you do to deliver good outcomes for our customers. - Positively demonstrate the Nucleus Smart, Heart, and Courage values and behaviours. - Ensure compliance with Code of Conduct at all times. Benefits - Generous blend of benefits including a non-contributory pension. - Bonus. - Enhanced parental leave. - Paid time off for emergencies. - Health and wellbeing initiatives. - Flexible working options.