At a Glance
- Tasks: Lead end-to-end complaints management and develop a vulnerable customer strategy.
- Company: Join Capital on Tap, a dynamic financial services provider focused on customer care.
- Benefits: Be the first hire in a new team with opportunities for professional development.
- Other info: This role involves building a high-performing team and driving operational excellence.
- Why this job: Shape the future of customer care in a regulated environment with a focus on vulnerability.
- Qualifications: Significant experience in customer operations within financial services and expertise in FCA Consumer Duty.
The predicted salary is between 70000 - 90000 £ per year.
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.
What the job involves
- 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.
Head of Customer Care (Customer Care) in Cardiff employer: Capital on Tap
Capital on Tap is pioneering a new Customer Care team, offering a unique opportunity to shape its direction. Located in a fast-paced financial services environment, the company values engagement and professional development. As the first hire, you will play a crucial role in defining strategies for vulnerable customers.
We think you need these skills to ace Head of Customer Care (Customer Care) in Cardiff
Customer Operations Management
Complaints Handling
Vulnerability Strategy Development
FCA Consumer Duty Knowledge
DISP Complaints-handling Rules
Analytical Skills
Data Interpretation
