About the Role
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
You’ll take ownership of our end‑to‑end savings, payments, and specialist support operations — setting the direction, building strong leadership capability, and ensuring everything runs smoothly, efficiently, and compliantly.
At the heart of this role is delivering fair, consistent, and compassionate outcomes for customers, especially in complex or sensitive situations, while strengthening how we learn from and respond to complaints.
You’ll also play a key role in supporting our branch network, building confidence in decision‑making and reducing reliance on escalation. Working closely with product, risk, compliance, legal, and technology, you’ll help shape a resilient, scalable, and high‑performing operation fit for the future.
Responsibilities
* Lead savings operations, payments, and specialist customer support
* Set priorities and ensure efficient, compliant service delivery
* Establish and shape the Payments function
* Use data and insight to improve performance, quality, and customer outcomes
* Act as escalation point for complex cases and oversee complaints handling
* Ensure alignment with regulatory requirements and manage operational risk
* Embed strengths across teams through coaching, development, and collaboration
* Drive continuous improvement across processes and customer journeys
* Support change, innovation, and operational resilience
* Act as deputy to the Senior Payments Services Manager
Qualifications
* Strong knowledge of savings products, ISA regulations, and customer journeys
* Understanding of key regulatory frameworks (Consumer Duty, FCA, DISP)
* Excellent communication skills, able to simplify complex issues
* Empathy‑led approach with strong problem‑solving and decision‑making
* Ability to analyse data, MI, and customer trends to drive improvements
* Confidence influencing senior stakeholders and working cross‑functionally
* Experience running complex, customer‑facing operations in a regulated environment
* Proven track record in complaints, vulnerability, and customer outcomes
* Strong leadership experience, building capable and high‑performing teams
* Ability to drive operational improvement using data and insight
* Confident managing risk, governance, and regulatory requirements
Reward & Benefits
* A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
* Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
* For all full‑time roles we work a 35‑hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
* A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
* A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
* We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
* Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Diversity & Inclusion
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.
Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.
We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.
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