Head of Customer Care New Manchester

Customer Care & Customer Operations Lead

Location: Manchester – 3 days per week in office.

Responsibilities & Culture

• Build and lead a high‑performing team across all three areas, focusing 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.
• 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.

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.
• Excellent communication and influencing skills, 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.
• Six 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.

We are fully focused on equality and believe deeply in the diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

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