Summary: The Customer Care & Experience Specialist Team Lead at Zilch is a pivotal role focused on delivering exceptional support to vulnerable customers while ensuring compliance with FCA regulations and Consumer Duty. This position involves leading initiatives to enhance service quality, conducting sentiment analysis, and mentoring team members. The role is critical in managing complex customer needs and improving operational performance. It is offered as a 12-month fixed-term contract to cover maternity leave.

Key Responsibilities:

• Act as the lead for vulnerability, accessibility, and financial inclusion, ensuring tailored support for customers.
• Maintain and oversee regulatory reporting under Consumer Duty for Service-Operations, ensuring compliance with FCA regulations.
• Conduct outbound sentiment analysis using NPS and CES to assess and improve customer experience.
• Engage with debt charities, external recovery agencies, and regulatory bodies to enhance customer outcomes.
• Identify and implement process enhancements to improve customer satisfaction and service efficiency.
• Act as the key escalation point for complex customer cases, ensuring timely resolution.
• Mentor and support senior and junior team members on best practices for handling vulnerable customers.
• Conduct horizon scanning to enhance service delivery in Service-Operations.
• Collaborate with Compliance, Collections, and Customer Support teams to drive operational improvements.

Key Skills:

• Proven track record in a senior customer service or collections role, particularly with vulnerable customers.
• Strong understanding of FCA regulations and Consumer Duty.
• Ability to advocate for financially underserved customers.
• Experience in conducting sentiment analysis using NPS and CES.
• Demonstrable leadership skills for mentoring and coaching teams.
• Strong critical thinking and problem-solving abilities.
• Experience in process improvement to enhance service quality.
• Excellent written and verbal communication skills.
• Proficiency with tools such as Slack and Intercom.
• Ability to adapt in a fast-paced, high-growth environment.

Salary (Rate): undetermined

City: London Area

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other