Job Description

Customer Care Manager

Location: This is a flexible, hybrid role and can be based from any of our offices: Manchester, Stoke, Southport and Peterborough.

We are looking for a Customer Care Manager who will be responsible for leading the organisation’s approach to identifying and supporting vulnerable customers. The role ensures that customers with additional needs receive fair, compassionate and appropriate service, in line with regulatory expectations, balanced against business needs and capability.

The role holder will also play a pivotal role in ensuring the business align distributions approach to Customer Care. You will also look to develop, improve and maintain our Customer Care strategy, influence internal business functions and frontline behaviours, and act as a subject-matter expert on customer vulnerability.

Key Accountabilities and Responsibilities:

• Customer Care Framework & Compliance: Develop and implement a vulnerability and customer care framework aligned with FCA requirements and Group standards, ensuring regulatory compliance, effective risk management, and adherence to industry standards.
• Business & Stakeholder Alignment: Build strong understanding of distribution entities and collaborate across internal teams while engaging external partners (e.g., agencies, charities, industry experts).
• Oversight, Reporting & Governance: Deliver insightful customer data, reporting and analysis to forums and committees, identify trends and improvements, and help lead the Customer Care Forum at Executive and local levels.
• Customer-Centric Culture & Capability: Promote and embed a customer-focused culture through training, initiatives and empowerment, improving organisational confidence in identifying and supporting vulnerable customers.
• Continuous Improvement & Innovation: Use data and root cause analysis to drive improvements across all channels, while encouraging innovation and staying aligned with emerging trends and external benchmarks.

Skills, Experience and Knowledge:

• Experience in customer experience, with a strong passion for customer advocacy and continuous improvement.
• Experience working with vulnerable customers and embedding Consumer Duty principles within regulated environments, ensuring fair customer outcomes.
• Excellent communication and interpersonal skills, with the ability to influence, negotiate and build relationships across all levels (Board to frontline) and work effectively across cross-functional teams
• A purpose-driven, commercially astute thinker who balances customer and business needs, challenges the status quo, and makes data-informed decisions.
• Naturally inquisitive with strong analytical skills, able to translate data into compelling narratives and drive creative, innovative approaches to customer experience
• Strong understanding of distribution systems, decision-making, budgeting considerations, and the ability to foster teamwork and deliver results through collaboration and networks.

What we offer in return?

• A collaborative and fast paced work environment
• Private Medical Insurance
• Health care cash plan
• Yearly bonus scheme
• 25 days annual leave plus Bank Holidays and the ability to buy additional leave (annual leave also increases with service)
• Life Assurance 4x annual salary
• Vibrant, modern offices