Customer Care Team Lead (FTC - Mat Cover)

Customer Care Team Lead (Maternity Cover, 12 months)

About

Moneybox is an award-winning wealth management platform helping over a million and a half people build wealth throughout their lives. Our mission is to give everyone the means to get more out of life, focusing on savings, investments, home buying, and retirement planning.

Responsibilities

Leadership & People Management

• Directly manage, mentor, and support the progression of Care Executives.
• Conduct Quality Assurance (QA) checks, deliver feedback, and run targeted training for the department.
• Partner with Operations Team Leads, Managers, and the wider Leadership team to align on departmental goals.

Complaints Management & Root Cause Analysis

• Review and approve final complaint responses and financial redress drafted by team members, ensuring adherence to regulatory standards.
• Manage the intake, logging, and distribution of incoming complaints to ensure equitable workload.
• Monitor daily and weekly resolution deadlines to prevent breaches.
• Identify systemic themes and trends in complaints; collaborate with stakeholders to implement preventive measures.

Vulnerable Customers (VC) & Bereavements

• Act as the definitive escalation point in internal vulnerability channels.
• Partner with Content, Comms, and Accessibility forums to improve app features and customer resources.
• Manage the operational workflow for bereavement cases, ensuring an empathetic service.

Data, Reporting & BAU Governance

• Maintain and deliver key Management Information (MI) and metrics for leadership forums and senior committees.
• Produce and analyze dedicated reporting covering Complaints and Vulnerable Customer (VC) metrics.
• Deliver data-driven insights and ad-hoc reporting to evaluate process efficiency and drive improvements.

Requirements

• Minimum 1+ years of experience in a similar leadership or senior escalated-support role (ideally within Fintech or regulated Financial Services).
• Exceptional written and verbal communication skills.
• Meticulous attention to detail and strong analytical problem-solving abilities.
• Familiarity with FCA guidelines regarding Vulnerable Customers and Dispute Resolution (DISP) is highly advantageous.
• Adaptable leader who can quickly jump into existing processes and maintain smooth operations.
• Customer-obsessed with a passion for advocating for customers, especially those experiencing vulnerability or distress.
• Sharp organizer who can balance day-to-day workflows with strategic tracking and stakeholder management.
• Clear communicator with exceptional emotional intelligence.
• Feedback-driven, fostering an open and transparent environment for the team.
• This role is hybrid, requiring 2 days in the London office and 3 from home. Candidates must be based within the UK.