Head of Customer Care (Fintech)

TL;DR

Head of Customer Care (Fintech): Building and leading a new customer care function with an accent on vulnerable customer strategy, complaints management, and payment operations. Focus on implementing FCA Consumer Duty guidelines, streamlining operational processes through technology, and fostering a culture of accountability.

Location: Hybrid (Manchester, UK) — 3 days per week in office

Company

A profitable financial platform providing business credit cards, spend management, and savings products to small businesses.

What you will do

• Build and lead a high-performing team across customer care, focusing on professional development and engagement.
• Develop, own, and embed a best-in-class vulnerable customer strategy across the organization.
• Act as the internal subject matter expert on vulnerability, influencing product and process design.
• Lead end-to-end complaints handling to ensure fair and timely resolutions in line with regulatory requirements.
• Oversee the payment operations function, managing customer queries, disputes, and processing issues.
• Drive operational excellence by leveraging technology to streamline processes and enhance customer experience.

Requirements

• Significant experience in customer operations within a regulated financial services environment.
• Expertise in complaints, vulnerability, and payment operations.
• Deep understanding of FCA Consumer Duty, DISP complaints-handling rules, and vulnerability guidance (FG21/1).
• Proven track record of building and leading high-performing teams in fast-paced environments.
• Strong analytical skills to interpret complex data and implement evidence-based decisions.
• Excellent communication and influencing skills for working with senior stakeholders and regulators.

Culture & Benefits

• Private healthcare, dental, and opticians services, plus worldwide travel insurance via Vitality.
• Salary sacrifice pension scheme with up to 7% match and Octopus EV scheme.
• 28 days holiday plus bank holidays, and anniversary rewards including a 4-week fully paid sabbatical.
• Annual learning and wellbeing budget, including 6 free therapy sessions per year.
• Dog-friendly offices equipped with a pool table, arcade machine, and free drinks and snacks.

Hiring process

• Stage 1: 30-minute interview with a Talent Partner.
• Stage 2: 60-minute interview with the Customer Operations Director.
• Stage 3: 60-minute interview with the Lead People Partner and another Head of.
• Stage 4: "Good To Great" interview with a member of the C-Suite.