To support our growing UK customer base, we are expanding our Customer Care operations into Manchester. While our established London hub continues to operate at full strength, this new Manchester location represents a strategic investment in our capacity and service capabilities.

As a Customer Care Lead, you will play a pivotal role in scaling our new Manchester hub. You will combine day to day people leadership with hands-on operational management, ensuring our team delivers high quality service while meeting core performance standards.You will drive quality standards, coach team members through complex escalations, and foster a collaborative, high trust team culture.

• Leadership, supervisory, or senior escalation experience in a fast paced Customer Support / Contact Centre environment (experience in FinTech, Insurtech, or Tech scale ups is a strong advantage).

• Proven track record of managing formal customer complaints, dispute resolution, and regulatory processes (e.g., handling DSARs and sensitive customer data).

• Strong analytical skills with experience tracking contact metrics, team productivity, and service quality.

• Passionate about developing people, with demonstrated success in mentoring team members and improving team performance.

• Exceptional written and verbal communication, with strong de-escalation and problem-solving abilities.

• Willingness to lead by example and directly handle customer contacts across voice, email, and chat channels.

• A proactive, resilient self starter who thrives in a fast growing, evolving organisation.