Head of Customer Operations

**Job Reference: DH859**
**Contract: Permanent, Full Time 35 hours per week**
**Location: Kings Hill based with Hybrid working**
**Salary: Up to £73,000 per annum**
We have an exciting opportunity for you to join our team as our Head of Customer Operations for CAF Bank.
Reporting to the Bank’s Chief Operating Officer (COO), you will be responsible for supporting the COO in the overall direction, management and administration of all aspects of the Bank’s customer operations in support of the strategic objectives of the Bank.
You will be responsible for overseeing Customer Service (telephony and administration) and Payments. Utilising extensive payments knowledge and telephony/call centre experience, you will work closely with the COO to create management practices that will enable and support high performing and effective operational teams and processes for payments and customer service within the Bank. Ensuring delivery of excellent customer service whilst working within FCA regulatory and industry guidelines, meeting all performance and operational targets within agreed budgets.
At CAF you will be joining an international workforce who are passionate about accelerating society’s progress towards a fair and inclusive future for all. We are people centred, driven by innovation and together we are building a leading great and safe place to work.
**In return for joining as our Head of Customer Operations you will receive**:

- Up to £73,000 per annum
- 6 weeks holiday plus bank holidays
- Excellent - on-going training programme
- Excellent pension scheme
- Private Health care cover
- Life assurance
- On-going learning and development
- Annual flu vaccination
- Employee Assistance programme to support your health and wellbeing
- CAF volunteering day
- Sodexo Discount Platform

**As our Head of Customer Operations your key responsibilities will include**:

- Payment Services - Includes responsibility for oversight of CAF Bank’s payment services activities (including payment services, issuing and administering other means of payment (for example cheques) and current accounts).
- Retail Sales - Includes developing and operating strategies concerning the sale of savings accounts to CAF Bank Customers.
- Customer Service - Includes oversight of how CAF Bank deals with clients after the point of sale across all of its business areas. Includes maintaining and developing product and service functionality.
- Design and Manufacture of products intended for retail customers - Includes identifying new product and strategic partner opportunities to strengthen the core business and having oversight of their development and implementation, ensuring they are in line with CAF Bank business objectives, risk appetite, policies, and regulatory requirements.

**Skills required of our Head of Customer Operations**:

- Exceptional interpersonal skills.
- In depth knowledge of banking and payment card operations, agency banking and outstanding client service standards experience to ensure optimum service delivery.
- In depth knowledge of call centre environment and experience of managing multiple customer communication methods.
- Risk management (including Financial Crime Compliance, Reputational Risk and People Risk). Enhancing and embedding awareness and understanding of Financial Crime Risk and Fraud Risk.
- Successful record of meeting customer needs and retaining valued customers.
- Management and leadership skills.

CAF is a Disability Confident Employer. We guarantee to interview disabled applicants who meet the minimum criteria for the role. Please advise us if you consider yourself to have a disability.

**Job Types**: Full-time, Permanent

**Salary**: £73,000.00 per year