About the Role

As our Customer Care Team Lead (Maternity Cover, 12 months) , you will step in to lead and optimise our dedicated Customer Care function within Customer Operations. This critical team champions our most sensitive customer journeys: complaint handling, Vulnerable Customer (VC) operations, and bereavements.

Your mission will be to maintain operational excellence, protect our high‑performing culture, and ensure our customers receive an empathetic, fair, and seamless experience during a crucial period.

Leadership & People Management

• Direct Management: Lead, mentor, and support the progression of Care Executives, ensuring they continue to perform at their best.
• Quality Assurance (QA): Conduct QA checks, deliver feedback, and run targeted training to upskill the wider department in handling vulnerabilities and complaints.
• Collaborative Strategy: Partner clo...