Head of Customer Care; Customer Care

Requirements

• 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

• 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
• 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