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City of Westminster, England, United Kingdom
Hybrid
Not Available
As our Customer Care Team Lead (Maternity Cover), you will step in to lead and optimise our dedicated Customer Care function within Customer Operations. This critical team champions our most sensitive customer journeys: complaint handling, Vulnerable Customer (VC) operations, and bereavements.
Your mission will be to maintain operational excellence, protect our high-performing culture, and ensure our customers receive an empathetic, fair, and seamless experience during a crucial period.
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.
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.
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.
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.
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