Head of Customer Care
Hybrid · Cardiff, Wales, United Kingdom
Job Summary
Head of Customer Care role leading a brand-new Customer Care/Operations team in Capital on Tap, based in Cardiff with a 3-day in-office pattern. Responsibilities include building and leading a high-performing team across vulnerability strategy, end-to-end complaints management, and payment operations; championing engagement and development; embedding vulnerability guidance; guiding product/process design; ensuring timely, fair resolutions in line with regulatory requirements; driving operational excellence through technology to enhance customer experience. Requires senior leadership with substantial experience in customer operations within regulated financial services, strong analytical skills, excellent communication with senior stakeholders, and ability to influence across the business.
Required Qualifications
- Senior leadership experience in customer operations within regulated financial services
- expertise in complaints, vulnerability, and payment operations
- understanding of FCA Consumer Duty, DISP complaints-handling rules, and vulnerability guidance (FG21/1)
- track record of building and leading high-performing teams
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