Customer Care & Experience Team Lead - 12 month FTC

Customer Care & Experience Team Lead – 12 month FTC

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream – to make credit accessible to all. Since then, we\’ve achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

The role.

We are seeking an experienced and passionate Customer Care & Experience Specialist Team Lead to join our team on a 12-month fixed-term contract to cover maternity leave. This role is critical in ensuring exceptional customer and financial distress services, particularly for vulnerable customers, while maintaining compliance with FCA regulations and Consumer Duty. You will be responsible for creating and maintaining regulatory reporting under Consumer Duty for Service-Operations, working closely with Compliance. As Zilch continues to grow, this role will be instrumental in supporting complex customer needs, resolving escalations, and mentoring both senior and junior team members to enhance overall service quality. You will be the SME (Subject Matter Expert) for the business on vulnerability, accessibility, and financial inclusion, acting as a champion for customers facing financial distress or impairment.

You will also be responsible for undertaking service-operations sentiment analysis using NPS and CES as key metrics to improve our service offering. This role will lead initiatives to enhance quality and service standards, focusing on vulnerable customer care, financial distress management for vulnerable customers, stakeholder engagement with debt charities and external recovery agencies, and improving operational performance through metrically driven initiatives with actionable feedback.

Day to day responsibilities.

• Customer Experience Leadership: Act as the lead for vulnerability, accessibility, and financial inclusion, ensuring customers receive tailored support that meets FCA and Consumer Duty requirements.
• Regulatory Compliance & Reporting: Maintain and oversee regulatory reporting under Consumer Duty for Service-Operations, ensuring compliance with FCA regulations, TCF, CONC, and internal policies.
• Sentiment Analysis & Service Enhancement: Conduct outbound sentiment analysis using NPS and CES to assess customer experience and implement improvements across Service-Operations.
• Stakeholder Engagement: Work with debt charities, external recovery agencies, and regulatory bodies to improve customer outcomes and strengthen Zilch’s responsible lending reputation.
• Process Improvement: Identify and implement process enhancements such as repayment plans to improve customer satisfaction, resolution times, and overall service efficiency.
• Escalation Management: Act as the key escalation point for complex customer cases, ensuring timely and effective resolution.
• Mentorship & Training: Support and mentor senior and junior team members, providing guidance on best practices in handling vulnerable customers and financial inclusion cases.
• Operational Excellence: Conduct horizon scanning to ensure Zilch is best in class in Service-Operations, implementing proactive measures to enhance service delivery.
• Cross-Departmental Collaboration: Work closely with Compliance, Collections, and Customer Support teams to align on policies and drive operational improvements.
• Experience: Proven track record in a senior customer service or collection’s role, with expertise in handling vulnerable customers and financial inclusion.
• Regulatory Knowledge: Strong understanding of FCA regulations and/or Consumer Duty.
• Customer-Centric Mindset: Ability to advocate for financially underserved customers, ensuring they receive tailored and compassionate support.
• Data-Driven Approach: Experience in conducting sentiment analysis using NPS and CES to inform service improvements.
• Leadership Skills: Demonstrable ability to mentor, coach, and lead teams effectively.
• Problem-Solving & Decision-Making: Strong critical thinking skills to address complex customer situations with appropriate solutions.
• Process Improvement: Experience in reviewing and refining operational processes with the process improvement team to enhance service quality.
• Communication Skills: Excellent written and verbal communication abilities to interact with customers, internal teams, and external stakeholders.
• Tech Proficiency: Comfortable using tools such as Slack, Intercom, and internal systems.
• Adaptability: Ability to thrive in a fast-paced, high-growth environment while handling multiple priorities.

Compensation & Savings

• Income Protection
• Share Options Scheme
• 5% back on in-app purchases
• £200 for WFH Setup
• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face)
• Prescribed medication
• In-patient, day-patient, and out-patient care
• Mental health support
• Physiotherapy
• Advanced cancer cover
• Employee Assistance Programme including
• Unlimited mental health sessions
• 24/7 remote GP & physiotherapy
• 24/7 helpline for emotional & practical support
• Savings & discounts on everyday shopping
• 1:1 personalised wellbeing consultations

Family Friendly Policies

• Enhanced maternity pay
• Enhanced paternity pay
• Enhanced adoption pay
• Enhanced shared parental leave

Learning & Development

• Professional Qualifications
• Professional Memberships
• Learning Suite for e-courses
• Internal Training Programmes
• FCA & Regulatory training
• Hybrid Working
• Casual dress code
• Workplace socials

To apply for this role, please submit your CV along with a cover letter.

We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.

We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.

Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.

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