Head of Customer Support and Care

• Join Moneybox, the award-winning UK wealth management platform, in a senior hybrid leadership role based in London. • Lead the Customer Support, Customer Care and Training & Onboarding teams. • Make sure customers get effective, empathetic support for everyday needs as well as complaints, vulnerability and bereavement. • Build a scalable, future-proof Support & Care model as Moneybox grows. • Improve service quality and productivity through smart use of AI and automation. • Use customer insight to drive improvements across the wider business. • Visit the London office by the Oxo Tower 2 days a week.

• Show a proven track record of leading customer support functions that deliver outstanding customer experiences. • Bring experience in financial services or another regulated environment. • Demonstrate strong people and operational leadership, including developing managers and building high-performing teams. • Deploy resources effectively to meet customer demand and service expectations. • Show experience designing and evolving customer service operating models through process redesign, automation and AI. • Use data and performance metrics to drive accountability, quality and productivity. • Bring experience improving training, onboarding and speed to competence. • Show experience overseeing complaints, vulnerable customers and complex customer needs. • Apply sound judgement to customer and operational risk, compliance and escalation. • Influence senior stakeholders and put customers ahead of functional interests. • Be based in the UK and work from the London office 2 days a week.

• Bring experience in wealth management, investing or savings products. • Show experience supporting bereavement cases in financial services. • Bring experience implementing AI-powered customer service tools at scale. • Show experience leading back-office operations training alongside frontline teams.

• Lead Support, Care and Training & Onboarding, developing strong people leaders and an inclusive, high-performance culture. • Build and deliver a 12–18 month Support & Care strategy with clear priorities and measurable outcomes. • Deploy people and capacity effectively to meet customer demand. • Own the quality of customer outcomes across everyday service, complaints, vulnerable customers and bereavements. • Transform onboarding and development for Customer Support and back-office Operations teams. • Simplify work, reduce avoidable contact and speed up service using data, AI and automation. • Maintain strong oversight of customer and operational risk, and escalate issues effectively. • Work with Product, Engineering and Compliance to improve the end-to-end customer experience.

• Shape how Support & Care evolves as Moneybox scales. • Receive a competitive remuneration package, company pension and bonus scheme. • Work in a hybrid setup with 2 days a week in the London office. • Get a home office furniture allowance and a personal annual learning budget. • Get private medical insurance and a health cash plan for dental and optical costs. • Join the cycle to work scheme and get a Wellhub subscription for gyms and wellbeing apps. • Benefit from enhanced parental pay and leave. • Enjoy 25 days’ holiday plus bank holidays, with extra days added for length of service.

Moneybox is an award-winning wealth management platform on a mission to give everyone the means to get more out of life. It helps over one and a half million people build wealth throughout their lives, whether they are saving and investing, buying their first home or planning for retirement. Moneybox believes wealth is about the means to more freedom, opportunities and peace of mind.