Head of Customer Care

📍 Manchester | 🏢 3 days per week in office

Customer Care/Customer Operations 🚀
Customer Care is a brand new team for us, and you’ll be the first hire! You’ll look after vulnerable customer strategy, shape and define how we deliver good outcomes for customers with additional needs as well as leading end to end complaints management and payment operations.

What You’ll Be Doing 🗃️

• Build and lead a high-performing team across all three areas, with a focus on professional development, engagement, and a culture of accountability.
• Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose.
• Develop, own, and embed a best-in-class vulnerable customer strategy across Capital on Tap.
• Act as the internal subject matter expert on vulnerability, providing guidance to business stakeholders and influencing product and process design.
• Lead end-to-end complaints handling, ensuring timely, fair, and well-evidenced resolutions in line with regulatory requirements.
• Oversee the payment operations function, ensuring customer payment queries, disputes, and processing issues are resolved efficiently and accurately.
• Drive operational excellence by leveraging technology to streamline processes and enhance the customer experience.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• A senior leader with significant experience in customer operations within a regulated financial services environment, with specific expertise in complaints, vulnerability, and payment operations.
• A deep understanding of FCA Consumer Duty, DISP complaints-handling rules, and vulnerability guidance (FG21/1).
• A proven track record of building and leading high-performing teams in a fast-paced, dynamic environment.
• Strong analytical skills with the ability to interpret complex data, identify root causes, and implement evidence-based decisions.
• An excellent communicator and influencer, comfortable working with senior stakeholders and regulatory counterparts.

Interview Process 🤝

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

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.