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.

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. 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):

• 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. Focus on enhancing their skills, performance and productivity, while helping them achieve their long‑term career aspirations.

• Share “on‑duty” responsibilities with other Team Leaders on a rotating basis. Oversea the daily workload, share reporting data for your area, demonstrate high expertise in core tasks, manage escalations, make plans to keep the team within SLAs, and address any arising issues.
• Collaborate with other Team Leaders within and outside Customer Operations to ensure fair resource distribution and great customer outcomes.

• Stay updated on company‑wide changes, roadmaps and progress toward targets and goals within relevant mission teams.
• Work closely with the Head of Customer Operations, Managers and fellow Team Leaders to advocate for your team, support process improvements and represent the customer.
• Uphold consumer duty and ensure processes are efficient and risk‑free.

• Hold weekly 1‑1s with team members to discuss their progression and development. Utilize performance metrics and data alongside informal feedback.
• Conduct quality assurance on your team’s work on a regular basis, providing feedback and ensuring processes are reviewed where risks are spotted.
• Run coaching sessions with your team on best practices and customer service.
• Facilitate training and hiring of new team members.

• Conduct daily morning huddles.
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator.
• Report on SLA adherence, making plans to ensure we are within expected response time frames.
• Maintain motivation and professionalism throughout the day and be a strong role model for the team.
• Act as the initial point of escalation for complaints, bugs and difficult queries.
• Continue to interact with current and potential customers to ensure knowledge is kept high and a great standard is set for the team.

• Understand where niche issues and complaints should be escalated to and own the issue.
• Identify issues from common customer queries, notice when things don’t look right and plan for improvements.
• Provide assistance across all areas of…