Customer Care Team Lead (FTC - Mat Cover)

Leadership & People Management

• Direct Management: Lead, mentor, and support the progression of Care Executives, ensuring they continue to perform at their best.

• Quality Assurance (QA): Conduct QA checks, deliver feedback, and run targeted training to upskill the wider department in handling vulnerabilities and complaints.

• Collaborative Strategy: Partner closely with Operations Team Leads, Managers, and the wider Leadership team to align on departmental goals and share best practices.

Complaints Management & Root Cause Analysis

• Case Review: Review and approve final complaint responses and financial redress drafted by team members, ensuring strict adherence to regulatory standards and FOS guidelines.

• Workflow Management: Manage the intake, logging, and distribution of incoming complaints to ensure an equitable workload.

• SLA Monitoring: Monitor daily and weekly resolution deadlines to ensure zero regulatory or internal breaches.

• Root Cause Analysis: Identify systemic themes and trends in complaints; collaborate with stakeholders to implement preventive measures and minimise future escalations.

Vulnerable Customers (VC) & Bereavements

• Operational Oversight: Act as the definitive escalation point in our internal vulnerability Slack channels.

• Signposting & Accessibility: Partner with the Content, Comms, and Accessibility forums to continuously improve app features, customer signposting, and self-service resources.

• Empathetic Service: Manage the operational workflow for bereavement cases, ensuring a best-in-class, deeply empathetic service for families and executors.

Data, Reporting & BAU Governance

• Metrics & Committee Reporting: Maintain and deliver key Management Information (MI) and metrics for internal leadership forums (e.g., Team Lead meetings) and senior committees, including RiskCo and the Vulnerable Customer Committee (VCC).

• Specialised Insight: Produce and analyse dedicated reporting covering both Complaints data and Vulnerable Customer (VC) metrics to track regulatory and operational performance.

• Ad-Hoc Analysis: Deliver data-driven insights and ad-hoc reporting to evaluate process efficiency, measure business impact, and drive continuous internal improvements.

• An Adaptable Leader: You can jump into existing processes quickly, hold the respect of a wider team, and keep the ship running smoothly without missing a beat.

• Customer-Obsessed: You are genuinely passionate about advocating for customers, particularly those experiencing vulnerability or distress.

• A Sharp Organiser: You effortlessly balance day-to-day operational workflows ("BAU") with high-level strategic tracking and cross-functional stakeholder management.

• A Clear Communicator: You possess exceptional emotional intelligence, able to navigate sensitive customer situations and articulate ideas professionally to internal teams.

• Feedback-Driven: You view constructive feedback as a tool for growth and foster an open, transparent environment for your team.

• External Hires: Minimum 1+ years of experience in a similar leadership or senior escalated-support role (ideally within Fintech or regulated Financial Services).

• Internal Hires: Open to current Team Leads and Managers.

• Skills: Exceptional written and verbal communication, meticulous attention to detail, and strong analytical problem-solving abilities.

• Regulatory Knowledge: Familiarity with FCA guidelines regarding Vulnerable Customers and Dispute Resolution (DISP) is highly advantageous.

• Shifts: Monday to Friday, 9:00 AM – 5:30 PM. (Additional overtime available).

• Blackout Period: Please note that due to seasonal demand, the end of the tax year (April) is a strict holiday blackout period for this role.

• Visa Sponsorship: We cannot offer visa sponsorship for this role; all applicants must have the right to work in the UK.

• Vetting: Due to our status as a regulated financial institution, successful candidates will be subject to criminal record and adverse credit history checks.