Customer Care Leader

Customer Care Leader

Yolk Recruitment are working with a well known and well-established financial services organisation with a strong presence in the UK. This organisation is looking for a Customer Care Leader to join their Swansea Branch, if you are a driven individual looking for a step up in your career this may be a great opportunity for you. Your role as a Customer Care Leader will involve you managing the Branch on a permanent basis, this is an exciting opportunity to lead one of their key branches in Swansea, shaping its success and driving meaningful engagement within the local area. If you share their passion for delivering outstanding results and exceptional customer service, we would love to hear from you.

Key Responsibilities

As a Customer Care Leader you will lead the branch operations, drive delivery of retail strategy and oversee regulatory, operational and conduct risk management.

Responsibilities

• Lead the branch team to provide outstanding customer service and meet both financial and operational objectives.
• Oversee compliance with regulatory, operational, and conduct risk standards, ensuring alignment with the organisation's policies.
• Foster strong customer relationships by prioritising their needs in all aspects of branch operations.
• Establish and maintain productive partnerships with third-party providers to ensure effective collaboration and mutual benefits.
• Monitor and evaluate branch performance data to inform strategic planning and decision-making.
• Ensure compliance with health, safety, and welfare standards in accordance with organisational guidelines.
• Work closely with senior leaders to refine and implement the retail distribution strategy.

About you

• Strong customer focus with the ability to lead by example and inspire teams to deliver excellence.
• Exceptional interpersonal and communication skills, fostering collaboration and building strong connections with colleagues and customers.
• Proactive problem-solver who remains calm under pressure and excels in managing multiple priorities.
• Eagerness to adapt to evolving industry trends and embrace change with enthusiasm.
• Creative and analytical mindset, enabling data-driven decision-making.
• Genuine passion for creating a positive social impact, aligning with the organisation's mission and values.

Qualifications

• At least five years of experience in a senior position within retail financial services.
• Demonstrated leadership abilities with a proven history of delivering significant results.
• In-depth understanding Regulatory Standards and Consumer Duty requirements.
• Proficiency in creating and presenting detailed reports and presentations in a clear and engaging manner.

Benefits

• Discretionary bonus scheme
• Private medical, dental
• Critical illness
• Health cash plan
• Additional purchase leave
• Birthday day off

If this role is of interest, please get in touch to find out more.

Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.

*Please note, whilst we do our best to contact all candidates, due to the high number of applications we receive we cannot guarantee this for every role. If you have not heard anything from us within 7 days of applying - then unfortunately you have been unsuccessful. Please keep an eye on our website for more opportunities.