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:
1. 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.
2. Business & Stakeholder Alignment: Build strong understanding of distribution entities and collaborate across internal teams while engaging external partners (e.g., agencies, charities, industry experts).