Head of Customer Care

Were Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow their products werent fit for purpose and small business owners often couldnt access what they needed. We set out to fix that.

Today were a financial platform - not just a credit card company. We offer a best-in-class business credit card SME-focused spend management platform a savings product that hit 1 billion in funds within its first year and a growing suite of tools and financial products that make running a small business easier.

1000 employees 20bn in annual card spend 200000 customers 17000 Trustpilot reviews averaging 4.7 stars and were profitable. Weve done a pretty good job so far but were just getting started!

Cardiff 3 days per week in office

Customer Care/Customer Operations
Customer Care is a brand new team for us and youll be the first hire! Youll look after vulnerable customer strategy shape and define how we deliver good outcomes for customers with additional needs as well as leading end to end complaints management and payment operations.

What Youll Be Doing

• Build and lead a high-performing team across all three areas with a focus 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.

Our Values & Culture

• 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 its hard.
• Owners and Dates: We dont 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.

Were Looking For

• 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.

Interview Process

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with the Customer Operations Director
• Stage 3: 60 minutes with our Lead People Partner and another Head of
• Stage 4: Good To Great interview with a member of our C-Suite

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.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table arcade machine beer tap and a couple of office dogs thrown in for good measure. Check out our benefits:
Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (-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
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Other Info
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Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

Required Experience:

Director

Employment Type : Full Time
Experience: years
Vacancy: 1