A mutual building a fairer current account. You run the member desk and the playbooks behind it. This is not a call-centre manager role.
Illustrative photo, Wikimedia Commons. Not Kindred Mutual.
Discipline
Operations
Place
London
Type
Permanent
Salary
£75–90k
The company
Kindred Mutual is a small mutual with a banking licence in progress and a member base that writes long emails. They want operations that feel human and still scale past the founders' inboxes.
The team
A desk of six, plus you. The COO is your manager and is tired of being the escalation path.
First months
Rewrite the five playbooks people actually use, hire one specialist, and cut the median first-response time without sounding like a bot.
The work
Lead the member desk day to day
Write playbooks for disputes, onboarding, and vulnerable members
Choose the tools. They are not married to the current helpdesk
Report a weekly ops note with the numbers and the stories
You will likely have
Ran a support or member desk in fintech, mutual, or a regulated product
Wrote the docs, not only managed the people
London, four days in Shoreditch while the licence work is hot
Judgement about when a member needs a person
Two doors. Same desk.
Hiring managers send a brief. Candidates send a CV. A person reads both.
