Customer Operations Team Leader

About Moneybox

At Moneybox, our mission is to give everyone the means to get more out of life. We believe wealth is about the means to more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award winning wealth management platform, helping over one and a half million people build wealth whether they're saving, investing, buying their first home, or planning for retirement.

Job Brief

Customer Operations Team Leaders are the backbone of our Customer Operations team, ensuring everything runs like a well oiled machine. As a Team Leader, you'll be the go to person for a group of Executives, providing guidance, support, and motivation while mastering workflow and tackling escalations. It's a challenging but rewarding role for anyone who loves to lead, problem solve, and make a real difference in the lives of our customers.

What you'll do

• Lead and guide a group of 4-10 Customer Operations Executives, fostering professional development through one to ones, performance reviews, and coaching.
• Share on duty responsibilities with other Team Leaders on a rotating basis, overseeing daily workload, sharing reporting data, managing escalations, ensuring SLAs, and addressing issues.
• Stay updated on company wide changes, roadmaps, and targets, working with senior leaders to advocate for the team and drive process improvements.
• Hold weekly 1 1s, conduct quality assurance, run coaching sessions on best practices, and facilitate training and hiring of new team members.
• Conduct daily morning huddles, manage queue, delegate tasks, report on SLA adherence, maintain motivation, act as the initial point of escalation, and interact with customers to keep knowledge high.
• Own niche issues, identify improvements from customer queries, and support training, content, Intercom, and other areas when needed.
• Proactively improve processes, support best practice guides, use data and feedback to drive initiatives, and align with the Moneybox Mission to feed into the Customer Operations team.

Line Management and Mentorship

• Lead and guide a group of 4-10 Customer Operations Executives, fostering their professional development through regular one to ones, performance reviews, and coaching sessions.

Workflow Management and Escalation Handling

• Share "on duty" responsibilities with other Team Leaders on a rotating basis, oversee daily workload, share reporting data, manage escalations, and keep the team within SLAs.

Staying Informed and Aligned

• Stay updated on company wide changes, roadmaps, and progress toward targets, advocate for the team, support process improvements, and represent the customer while upholding consumer duty.

Team Management

• Hold weekly 1 1s, discuss progression, utilise performance metrics, and provide informal feedback.
• Conduct quality assurance, giving feedback and reviewing processes where risks appear.
• Run coaching sessions on best practices and customer service.
• Facilitate training and hiring of new team members.

Duty Management

• Conduct daily morning huddles.
• Focus on queue management, delegate tasks across the team, and report on SLA adherence.
• Maintain motivation and professionalism, serving as a strong role model.
• Act as the initial point of escalation for complaints, bugs, and difficult queries.

Expert Knowledge

• Own niche issues and ensure proper escalation.
• Identify common customer queries and plan improvements.
• Provide assistance across all areas of Customer Operations as needed.

Improvements & Wider Business

• Proactively improve processes and create best practice guides.
• Utilise data, customer, and team feedback for improvement initiatives.
• Promote our brand promise and collaborate with the Moneybox Mission team.

Our Customer Commitment

• We help customers turn money into something greater-saving, investing, or buying their first home.
• We guarantee simple, reliable service that supports their goals and celebrates their wins.
• Our customer facing teams dedicate themselves to supporting each customer throughout the Moneybox journey.

Who you are

• Experienced Leader - Minimum 2 years of management experience and proven ability to inspire and guide a team towards its full potential.
• Strategic & Organised - Balance big picture thinking with effective day to day workflow management.
• Effective Communicator - Articulate, persuasive, and a clear advocate for ideas.
• Customer Focused - Confident, approachable, and able to deliver exceptional customer service.
• Diversity Champion - Foster an inclusive, transparent team environment where everyone is valued.
• Analytical & Data Driven - Use data to support viewpoints and solve problems.
• Ambitious & Driven - Seek a long term career within a dynamic, rapidly growing company.

What's in it for you?

• Opportunity to join a fast growing, award winning startup.
• Work with a highly motivated, friendly team.
• Impactable, collaborative, inclusive culture.
• Competitive remuneration package.
• Industry conferences and events.
• Gympass subscription.
• Private medical insurance.
• Personal L&D allowance.
• 25 days holiday + bank holidays.

Visa Sponsorship

At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

Working Policy

We have a hybrid policy: 2 days from our London office and 3 days from home. Candidates must be based within the UK for fully remote work.

Please read before you apply!

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