Senior Coaching & Advice Service Manager

• Join Moneybox as Senior Coaching & Advice Service Manager, working fully remotely from the UK. • Lead the team of Financial Coaches and Advice Coaches who give customers a human relationship alongside digital tools. • Help build a new kind of personal financial advice service from the ground up. • Own the team’s competence, quality standards and customer outcomes. • Shape how video calls and AI support every customer conversation. • Report directly to the Director of Advice.

• Bring proven experience leading a customer-facing team in financial services or a similarly regulated environment. • Show a track record of managing to KPIs, SLAs and customer satisfaction metrics. • Bring experience building training, competence and development frameworks, including onboarding. • Show experience recruiting and scaling a team, including workforce planning. • Use video calling, CRM and AI tools confidently to improve customer experience. • Hold a Level 3 certificate in Financial Services or equivalent, or RO1 and RO4, and commit to working towards Level 4. • Understand Consumer Duty and care about good customer outcomes. • Hold the right to work in the UK, as visa sponsorship isn’t available.

• Hold a Level 4 qualification in Financial Planning or equivalent. • Bring experience in a digital-first advice or coaching model. • Show experience designing AI-supported customer journeys with Product or Technology teams. • Bring a background working alongside or within a regulated advice team.

• Line manage and coach the Coaches and Advice Coaches team. • Build and own the training and competence scheme with the Director of Advice. • Design onboarding plans and development pathways as the team grows. • Manage performance against KPIs, SLAs and CSAT. • Own service quality and good customer outcomes under Consumer Duty. • Lead recruitment and build the Adviser & Coach Academy progression route. • Forecast headcount by qualification level and conversation complexity. • Use AI and automation to improve pre-call, on-call and post-call support.

• Work fully remotely from anywhere in the UK. • Get enhanced parental pay and leave. • Earn a company bonus and pension. • Receive private medical insurance and a health cash plan. • Use a personal L&D budget and a home office furniture allowance. • Get a Wellhub subscription and cycle-to-work and CycleSaver schemes. • Take 25 days’ holiday plus bank holidays, rising with length of service.

Moneybox is an award-winning wealth management platform helping nearly two million people build wealth throughout their lives. It supports customers with saving and investing, buying their first home and planning for retirement. Moneybox is now building a technology-led personal financial advice service available to everyone.