Customer Operations Director

🏢This is a Hybrid role, working from our Cardiff office 4 days per week

The Role 

As Customer Operations Director, you'll drive the strategy and coordination for our first-line teams (Customer Support, Complaints, Collections, FinCrime, and First-Line Assurance). You’ll lead the charge in streamlining tools and processes, driving a high-performance culture, and ensuring our teams are equipped with the right resources to create an experience for our customers that’s second to none. 

What You’ll Be Doing

• Define and drive the strategy for all first-line teams
• Coordinate and foster effective collaboration across all first-line teams
• Optimize tools, and processes enhancing efficiency and customer outcomes
• Drive initiatives that ensure swift and effective customer query resolution
• Collaborate with key departments to align operations with broader company objectives
• Proactively improve overall resource management to support operational excellence
• Develop high-performing teams, fostering a culture of accountability, growth, and collaboration
• Ensure FOS compliance and be proactive in handling customer complaints

We’re Looking For

• Extensive experience working across multiple operational departments such as Customer Support, Complaints, Collections, and FinCrime
• Previous experience in a FinTech or fast-growing scale-up environment is highly desirable
• Proven success in driving collaboration and alignment across cross-functional teams
• Experience setting and delivering strategic initiatives at a senior leadership level
• Exceptional customer-centric mindset with a passion for delivering outstanding customer experiences
• Highly ambitious and motivated to challenge industry standards and achieve exceptional outcomes
• Strong leadership and people management skills, with a track record of building and developing high-performing teams
• Strategic thinker with the ability to work autonomously and make data-driven decisions
• Excellent stakeholder management and communication skills to work effectively across departments
• Familiarity with the Financial Ombudsman Service (FOS) and its processes
• Awareness of compliance requirements in the financial services industry

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 30-minute intro call with Talent Partner (Video call)
• Second stage: 45-minute Stakeholder Interview (Video call)
• Third stage: 60-minute Hiring Manager Interview + 30-minute Meet the Team (In-Person)
• Final stage: 60-minute Values Based Interview (Video call)