Head of Customer Care
Hybrid · Manchester, England, United Kingdom
Job Summary
Head of Customer Care at Capital on Tap leads and builds a high-performing Customer Operations team focusing on complaints, vulnerability, and payment operations within a regulated financial services setting. Responsibilities include shaping vulnerable customer strategy, owning end-to-end complaints handling, overseeing payment operations, driving operational excellence through technology, and fostering engagement and accountability across the team. The role requires senior leadership experience, expertise in FCA Consumer Duty and DISP rules, and strong analytical and stakeholder-management capabilities. The role operates on a hybrid arrangement with 3 days in the Manchester office, with responsibilities spanning team development, process design, and alignment to regulatory requirements.
Required 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
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