At a Glance
- Tasks: Lead a new Customer Care team, focusing on vulnerable customer strategy and complaints management.
- Company: Join Capital on Tap, a fast-growing financial platform revolutionising small business support.
- Benefits: Enjoy private healthcare, generous holiday, learning budget, and a dog-friendly office.
- Other info: Be part of a diverse team committed to inclusivity and professional growth.
- Why this job: Shape the future of customer care while making a real difference for small businesses.
- Qualifications: Senior leadership experience in customer operations within regulated financial services is essential.
The predicted salary is between 60000 - 75000 £ per year.
About the Company
Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren’t fit for purpose, and small business owners often couldn’t access what they needed. We set out to fix that. Today we are a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we’re profitable. We’ve done a pretty good job so far, but we’re just getting started!
Role Overview
Customer Care is a brand new team for us, and you will be the first hire. You will 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.
Key Responsibilities
- 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.
Key Qualifications
- 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.
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
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.
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
Contact Email careers@capitalontap.com if you have any questions.
Head of Customer Care employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer, particularly for the Head of Customer Care role based in Manchester. Our vibrant work culture fosters professional development and accountability, while our commitment to inclusivity ensures that every employee can thrive. With a comprehensive benefits package, including private healthcare, generous holiday allowance, and unique perks like dog-friendly offices, we empower our team to make a meaningful impact in the financial services sector.
