Moneybox
Customer Care Team Lead (FTC - Mat Cover)
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**Customer Care Team Lead (Maternity Cover, 12 Months) |
About Moneybox
At Moneybox, we empower everyone to make the most of life. We believe wealth isn’t just about money – it’s about achieving more freedom, opportunities, and peace of mind. As a trusted wealth management platform, we’ve helped over 1.5 million people grow wealth throughout their lives, whether for savings, first homes, or retirement.
About The Role
As our Customer Care Team Lead (Maternity Cover), you’ll oversee our dedicated Customer Care department within Customer Operations, ensuring operational excellence while upholding our existing high-performing culture. Your focus:
- Lead a team that handles the most sensitive customer journeys: complaints, Vulnerable Customers, and bereavements.
- Guarantee customers receive an empathetic, fair, and seamless experience during critical moments.
What You’ll Do
Leadership & People Management
- Direct a team of Care Executives, mentoring and supporting their professional growth.
- Conduct Quality Assurance (QA) checks to refine team performance, particularly in vulnerability and complaint handling.
- Collaborate with broader Operations Team Leads, Managers, and Leadership to align on department objectives and best practices.
🔹 Complaints Management & Root Cause Analysis
- Review and approve final complaints responses and financial redress, ensuring FCA/regulatory compliance and FOS adherence.
- Manage case intake, logging, and distribution for fair workload allocation.
- Track SLA deadlines to prevent breaches—zero tolerance for compliance gaps.
- Identify systemic issues in complaints and drive preventative solutions with stakeholders.
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🛡️ Vulnerable Customers (VC) & Bereavements
- Serve as the primary escalation point within internal Vulnerable Customers workflows.
- Partner with Content, Comms, and Accessibility teams to enhance self-service tools and user guides.
- Oversee bereavement cases with a relentless focus on empathy—delivering best-in-class support for grieving families.
📊 Data, Reporting & BAU Governance
- Develop and present Management Information (MI) and metrics for internal leadership (Team Lead meetings, RiskCo, Vulnerable Customer Committee).
- Analyse both complaints data and Vulnerable Customer metrics to track regulatory performance.
- Provide data-driven insights for process improvements, business impact evaluations, and operational efficiency.
Who You Are
- An Adaptable Leader: Seamlessly integrate into pre-existing processes, earn team respect, and maintain operational consistency.
- Customer-Obsessed: Deep passion for advocating—especially for those experiencing vulnerability or distress.
- Sharp Organiser: Simultaneously balance daily operations and strategic vision, managing cross-functional stakeholders.
- Clear Communicator: Skilled at de-escalating sensitive situations and articulating ideas persuasively.
- Feedback-Driven: Cultivate a culture of growth through constructive feedback.
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Experience & Skills
Ideal Background:
- External applicants: Minimum 1+ year in a leadership/ senior escalation role (best if from Fintech or regulated Financial Services).
- Internal candidates: Open to current Team Leads/Managers.
- Essential competency: Exquisite written/verbal communication, attention to detail, and analytical problem-solving.
- Advantageous: Knowledge of FCA Vulnerable Customer guidelines and Dispute Resolution (DISP).
Working Hours
- Monday–Friday, 9:00 AM–5:30 PM (with optional overtime).
- Blackout period: April (tax year-end) – no exceptions.
Our Commitment to DE&I
Diversity, equity, and inclusion are core to our mission. We ensure every applicant can thrive at their best by accommodating reasonable adjustments. Our representation of our customer base drives innovation, creating better services for all.
Working Policy
Hybrid model: 2 days in-office (London), 3 days remote. Location requirement: Applicants must be UK-based.
Visa sponsorship: Not available for this role.
Paid maternity/ouivity cover only. Applications from temporary visa holders are not considered.
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