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 fintech revolutionising small business finance.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment with perks.
- Other info: Dynamic culture with opportunities for professional growth and a focus on inclusivity.
- Why this job: Make a real impact in customer care while shaping a brand new team.
- Qualifications: Senior leadership experience in customer operations within financial services is essential.
The predicted salary is between 60000 - 80000 £ per year.
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're 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.
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
Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).
Head of Customer Care in Manchester employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer, especially for the Head of Customer Care role based in Manchester. Our vibrant work culture fosters innovation and accountability, while our commitment to employee growth is evident through our extensive benefits, including private healthcare, a generous holiday allowance, and a supportive environment that encourages professional development. Join us in shaping a new team dedicated to delivering outstanding customer experiences and making a real impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Care in Manchester
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Capital on Tap. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Head of Customer Care in Manchester
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Capital on Tap.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Capital on Tap's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Capital on Tap
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Capital on Tap.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Capital on Tap will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Capital on Tap employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
