Head of Customer Care

Royal London; Alderley Edge; Sur place; GBP 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

28 days annual leave

an up to 14% employer matching pension

private medical insurance

Résumé du poste

Royal London is seeking a Head of Customer Care to lead the customer care function across complaints, rectifications, due diligence, agency management and data governance. You will ensure fair outcomes, regulatory compliance and operational excellence in a complex, highly regulated environment.

The role offers high visibility with senior stakeholders and governance forums as you drive transformation and efficiency.

Qualifications

• Significant Financial Services experience in life, pensions, or similar regulated sectors.
• Experience leading customer care at scale, including complaints handling.
• Strong knowledge of FCA rules, risk and regulatory frameworks.
• Credible relationship builder capable of influencing senior stakeholders.
• Autonomous self-starter with decisive, fast-paced leadership.

Responsabilités

• Lead Royal London's Customer Care function across complaints, rectifications and data management.
• Ensure FCA complaint handling and due diligence obligations are met with strong outcomes.
• Develop and coach a senior leadership team of ~150 staff across in-house and outsourced ops.
• Oversee vulnerable customer activity and fair treatment throughout journeys.
• Use insights and root cause analysis to drive continuous improvement.
• Build relationships with senior stakeholders and represent the function on governance forums.
• Support transformation, growth and proposition development initiatives.

Connaissances

Relationship building

Autonomy

Analytical thinking

Stakeholder management

Regulatory knowledge

Description du poste

“It feels good to have a career with real purpose.”

We are looking for a Head of Customer Care to join Royal London. This is a high-profile senior leadership role responsible for leading Royal London's Customer Care function, spanning Complaints, Rectifications, Due Diligence, Agency Management and Data Management. You'll ensure customers receive fair outcomes, regulatory obligations are met and operational excellence is delivered across a complex and highly regulated environment.

The role offers significant exposure across the business, partnering with senior leaders across Royal London, RLAM, Risk, Compliance, Commercial and Transformation teams. You'll represent Customer Operations at key governance forums and committees, provide reporting and insight to senior stakeholders, and help shape the future direction of a critical function.

This is a unique opportunity to drive transformation and support business growth, creating a differentiated service for customers and advisers while helping the business navigate change, deliver efficiencies and prepare for the future. The role also offers the opportunity to act as deputy to the Director of Customer Operations, providing exceptional visibility and influence across the organisation.

About the role

• Lead Royal London's Customer Care function, including Complaints, Rectifications, Due Diligence, Agency Management and Data Management
• Ensure compliance with FCA complaint handling requirements, financial crime controls and customer due diligence obligations while delivering excellent customer outcomes
• Lead and develop a senior leadership team responsible for approximately 150 colleagues across in-house and outsourced operations
• Oversee vulnerable customer activity, ensuring customers receive appropriate support and fair treatment throughout their journey with Royal London
• Use customer insight, operational reporting and root cause analysis to identify trends, address underlying issues and drive continuous improvement
• Build strong relationships with senior stakeholders across the business, representing the function at key governance forums, committees and Board discussions
• Support transformation, growth and proposition development initiatives while creating a future-focused, efficient and scalable customer care function.

About you

• Significant Financial Services experience, ideally within Life, Pensions or another highly regulated environment
• Proven experience leading complaints, rectifications, remediation or customer care functions at scale
• Strong understanding of FCA complaint handling requirements, customer outcomes, operational risk and regulatory frameworks
• A highly credible relationship builder who can quickly establish trust and influence senior stakeholders across a complex organisation
• A self-starter who is comfortable operating autonomously, taking ownership and making decisions in a fast-paced environment
• Strong analytical and problem-solving skills, with experience using data, insight and root cause analysis to improve customer and business outcomes
• An empowering leader who trusts their teams, encourages autonomy and develops high-performing leadership teams through a transparent and collaborative approach.

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate and Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

• 28 days annual leave in addition to bank holidays
• an up to 14% employer matching pension scheme
• private medical insurance

Inclusion, diversity and belonging

We're an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected, whatever their background.

Only candidates who have the legal right to work in the UK or Ireland can undertake this role.
Unfortunately, Royal London is unable to provide visa or work permit sponsorship.