Customer Operations Team Leader

About Moneybox

At Moneybox, our mission is to give everyone the means to get more out of life. We’re guided by our belief that wealth isn’t about the money, it’s about the means to more - 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 throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.

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. You’ll also be the master of workflow, juggling tasks and tackling escalations with ease. It’s a challenging but rewarding role that’s perfect for anyone who loves to lead, problem-solve, and make a real difference in the lives of our customers.

The Customer Operations team plays a vital role in our business. We manage ISA and Lifetime ISA transfers (both in and out of Moneybox) and facilitate payment processing for incoming transfers. We help first-time buyers reach a significant milestone: purchasing their home. Our team supports customers withdrawing from their Lifetime ISA for this purpose, ensuring a smooth and seamless experience.

Our team interacts with external parties, including financial service providers and solicitors, as well as our customers. To excel in this role, you must be skilled at providing exceptional customer and third party service while ensuring our back end processes are efficient and error free.

As a Team Leader, your core responsibilities will include (but are not limited to):

• Line Management and Mentorship: leading and guiding a group of Customer Operations Executives, fostering their professional development through regular one to ones, performance reviews and coaching sessions.

• Workflow Management and Escalation Handling: sharing on duty responsibilities with other Team Leaders on a rotating basis, overseeing the daily workload, sharing reporting data for your area, managing escalations and keeping the team within SLAs.

• Staying Informed and Aligned: keeping up to date on company wide changes, roadmaps and progress toward targets, and working closely with the Head of Customer Operations, Managers and fellow Team Leaders.

• Holding weekly 1-1s with team members to discuss progression and development, using performance metrics alongside conversational feedback

• Conducting quality assurance on the team’s work regularly, providing feedback and flagging risks

• Running coaching sessions on best practice and customer service

• Supporting training and hiring of new team members

• Conducting daily morning huddles

• Managing queues and delegating tasks appropriately as Duty Coordinator

• Reporting on SLA adherence and planning to stay within expected time frames

• Maintaining motivation and professionalism, acting as a strong role model

• Acting as the initial point of escalation for complaints, bugs and difficult queries

• Continuing to interact with customers to keep knowledge high and set a strong standard for the team

• Understanding where niche issues and complaints should be escalated, and owning the issue

• Identifying issues from common customer queries and noticing when things don’t look right

• Providing assistance across all areas of Customer Operations when needed (training, content, Intercom, etc.)

• Proactively looking for ways to improve current processes and creating or improving best practice guides

• Using data, customer and team feedback to support improvement initiatives

• Working closely…