Customer Care Manager

About the Role

A fantastic opportunity has arisen within our Customer Service Centre (CSC) to lead one of our Operational Teams dealing with customers requiring specialist support. The role will strengthen how we support the wider CSC Operation and our clients, and will manage the teams to deliver great customer outcomes and service, to customers needing additional assistance.

You will lead, not only your own function, but also across the wider operation sharing your experience, leading by example, spending time coaching and developing your teams and driving engagement and improved knowledge and understanding of customers in vulnerable circumstances

You will be the subject matter expert on customers in vulnerable circumstances for the wider team and clients and will own and shape how vulnerable customer strategies and policies support our most vulnerable customers. You will drive forward our strategic thinking around vulnerability, accessibility and financial inclusion and will help identify and take forward new insights and opportunities to further enhance our support in this key customer area.

About You

You have deep subject matter expertise in customer vulnerability, accessibility, financial inclusion and supporting customers experiencing difficult circumstances and requiring additional support.

The successful candidate will be enthusiastic, positive, and analytical and have experience in operational management as well as in thinking outside the box and presenting strategies, action plans and industry wide best practice opportunities for an audience at a senior level.

You will have experience with working in a regulated environment, preferably within the Financial Services sector, with a focus on customers in vulnerable circumstances.

You will have the flexibility to adapt to changing priorities and should possess an excellent working knowledge of the FCA / PRA regulations.

About Us

Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• Hybrid working – typically 3 days’ homeworking and 2 days’ office based
• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours
• 30 days holiday each year plus bank holidays
• Bonus Scheme (paid annually) -On target 10%, up to 15% depending on performance
• Colleague mortgage scheme and access to our financial advisors
• Private medical insurance
• Pension scheme (up to 9% employers’ contribution)
• Life assurance (4x salary) and income protection
• Access to a range of wellbeing benefits, including Medicash scheme
• Electric car salary sacrifice scheme
• Cycle to Work scheme
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
• An extra day’s holiday for your birthday
• The option to buy and sell holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Access to a range of high street and online discounts
• Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
• A wide range of recognition initiatives to recognise and reward great performance

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at kate.wilkinson@newcastle.co.uk