Head of Customer Support (Fintech)

TL;DR

Head of Customer Support (Fintech): Leading operational excellence and governance for a leading UK investment platform with an accent on regulatory compliance, fraud management, and customer outcomes. Focus on developing performance metrics, overseeing FCA regulations, and driving continuous improvement across customer service functions.

Location: Hybrid (Manchester). Must be based in the UK; 50% office attendance required (first 3 months full-time in office).

Company

One of the UK's fastest-growing investment platform businesses managing over £108.7 billion of assets.

What you will do

• Partner with the Customer Services Director to deliver the overall customer service strategy.
• Lead and develop the Operational Fraud team, overseeing prevention, detection, and investigation.
• Enhance management information (MI) and reporting for Board and Committee levels.
• Ensure compliance with regulatory requirements, including Consumer Duty and vulnerable customer processes.
• Monitor customer outcomes to improve service quality, operational efficiency, and risk management.
• Collaborate with Finance to oversee budgets, forecasts, and productivity measures.

Requirements

• Experience leading operational oversight, risk, controls, or customer support in regulated financial services.
• Deep understanding of investments, wealth management, or pensions.
• Knowledge of FCA regulations and Consumer Duty.
• Proven track record of delivering governance reporting and operational insights.
• Strong leadership skills with experience developing high-performing teams.
• Excellent stakeholder management and communication skills.

Nice to have

• Professional qualifications such as ICA, CISI, or CII.

Culture & Benefits

• Hybrid working model (50% office) with a casual dress code and supportive team environment.
• Comprehensive leave: 28 days holiday (increasing with service) plus bank holidays.
• Financial perks: 8% matched pension, discretionary bonus, and share schemes.
• Health and wellness: Health Cash Plan, discounted private healthcare, and a free onsite gym.
• Professional growth: Tailored learning and development opportunities.