Head of Customer Care
Core
Lead Royal London's Customer Care function, ensuring fair customer outcomes and regulatory compliance in a highly regulated financial environment.
Role type
Senior leadership (Head of Customer Care)
Builds
A differentiated, efficient, and scalable customer care service for life, pensions, and investment customers.
Domain
Financial Services (Life, Pensions, Investment)
Required skills
Strategic leadership, regulatory compliance (FCA), team management at scale, stakeholder influence, data-driven problem solving, operational transformation
Preferred skills
Experience in complaints/rectifications, vulnerable customer support, autonomous decision making
Technologies
N/A
Responsibilities
Lead the Customer Care function including Complaints, Rectifications, Due Diligence, Agency Management and Data Management; Ensure compliance with FCA complaint handling requirements and financial crime controls; Lead and develop a senior leadership team of approximately 150 colleagues; Oversee vulnerable customer activity; Use customer insight and root cause analysis to drive continuous improvement; Represent the function at key governance forums and Board discussions.
Seniority
Senior, hands-on IC