Head of Customer Care

Head of Customer Care page is loaded Head of Customer Carelocations: Hybrid (Home/Cobalt Business Park)time type: Full timeposted on: Posted Todaytime left to apply: End Date: December 4, 2025 (13 days left to apply)job requisition id: JR542 Job Posting Title Head of Customer Care Salary Band Up to £70, 000Grade: BL Job Description About the Role We are looking for an experienced Head of Customer Care to lead and manage Newcastle Strategic Solutions Ltd (NSSL) multi-disciplinary Customer Care Team. This team incorporates the Customer Excellence Academy, bereavement claims and power of attorney management, support for customers in vulnerable circumstances (CiVC), and root cause analysis across customer operations.In this pivotal role, you will ensure the highest standards of support, service, and empathy for customers-particularly those experiencing bereavement or vulnerability-while maintaining compliance with regulatory requirements. You will drive customer and client-focused root cause analysis, turning data insights into action and collaborating with peers and stakeholders to deliver continuous improvement at pace. About You As this is a brand new role you will be a proven leader in customer care, with the ability to inspire teams and deliver exceptional service in complex, regulated environments. You combine empathy with operational excellence, and you thrive on turning insight into action.We're looking for someone with: Extensive experience in customer care, ideally within financial services/regulatory industries. Strong stakeholder management and influencing skills, with credibility to engage clients, executives, and boards. Proven leadership of multi-disciplinary teams. Demonstrated expertise in bereavement claims and power of attorney management. Experience in root cause analysis, process improvement, and reporting. Strong understanding of Consumer Duty and FCA guidance on vulnerable customers. Good knowledge of risk, financial crime, and controls.You will be both a strategic thinker and a hands-on leader, able to balance regulatory compliance with customer-first innovation.The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.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.Financial Corporate bonus scheme (on target 15%, up to a maximum 22.5%) Pension scheme (up to 9% employer contribution) Annual performance related pay reviews Colleague mortgage scheme Electric car salary sacrifice scheme Life assurance (4x salary) and income protection Access to our financial advisers Access to a range of high street and online discountsWork/Life Balance A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions 30 days' annual leave + bank holidays The option to buy and sell up to 5 days' holiday Hybrid working (typically 3 days' home based) Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthoodHealth and Wellbeing Private medical insurance Access to a health cash plan through a Medicash scheme Access to an employee assistance programme Free onsite gym at our Cobalt head office and access to discounted gym's Two paid volunteering days' each year Cycle to work schemeRecognising there's noone-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 :Newcastle Strategic Solutions Limited