Head of Customer Support in Manchester

We're looking for a Head of Customer Support to play a key leadership role within our Customer Services function. Reporting to the Customer Services Director, you'll help drive operational excellence across one of the UK's leading investment platforms, ensuring our customers receive consistently high-quality service while supporting the business to meet its regulatory obligations and strategic objectives.

This is a broad and influential role that combines leadership, governance, operational oversight, customer outcomes, fraud management, financial oversight and continuous improvement. You'll work closely with senior stakeholders across Customer Services, Risk, Compliance, Finance, Product and Change, helping to ensure our processes are effective, our reporting is insightful, and our customers remain at the heart of everything we do.

You'll also lead our Operational Fraud team, providing direction and oversight to fraud prevention, detection and investigation activities, while supporting the ongoing development of a strong risk and control environment across Customer Services.

What you'll be doing:

• Partnering with the Customer Services Director to support delivery of the Customer Services strategy.
• Leading and developing the Operational Fraud team, ensuring effective fraud prevention, detection, investigation and reporting.
• Owning and enhancing management information and reporting across Customer Services, including Board and Committee reporting.
• Providing oversight of customer‑related regulatory requirements, including Consumer Duty, complaint handling, customer communications and vulnerable customer processes.
• Monitoring customer outcomes and identifying opportunities to improve service quality, operational efficiency and risk management.
• Leading the development of meaningful performance, risk and customer outcome metrics that support effective decision‑making.
• Working closely with Finance to oversee budgets, forecasts, productivity measures and operational efficiency initiatives.
• Driving root cause analysis and remediation activity relating to complaints, incidents, operational risks and control weaknesses.
• Supporting operational and regulatory change initiatives, ensuring customer impacts and risks are effectively considered and managed.
• Building strong relationships with stakeholders across the business to influence positive outcomes and drive continuous improvement.

What we're looking for:

We're interested in hearing from experienced leaders who have worked within regulated financial services environments and have a strong understanding of customer operations, governance and risk management.

You’ll bring:

• Experience leading operational oversight, quality assurance, risk, controls or customer support functions.
• A strong understanding of customer operations within investments, wealth management, pensions or broader financial services.
• Knowledge of FCA regulations and customer‑focused requirements, including Consumer Duty, complaint handling and vulnerable customer considerations.
• Experience developing and delivering management information, governance reporting and operational insights.
• Strong stakeholder management and influencing skills, with the confidence to challenge constructively and drive action.
• Excellent analytical and problem‑solving skills, with the ability to identify trends and deliver practical solutions.
• Experience managing risk, issues, remediation activity and continuous improvement initiatives.
• Strong leadership capabilities, with a proven track record of developing teams and delivering results through others.
• Excellent written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders.
• Professional qualifications such as ICA, CISI, CII or equivalent are advantageous, although relevant experience is equally important.

What we offer:

• 28 days holiday, increasing with service + buy/sell scheme + bank holidays
• 8% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Free onsite gym
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme

Inclusion & diversity

We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.