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.
About the Role
As our Customer Care Team Lead (Maternity Cover, 12 months), you will step in to lead and optimise our dedicated Customer Care function within Customer Operations. This critical team champions our most sensitive customer journeys: complaint handling, Vulnerable Customer (VC) operations, and bereavements.
Your mission will be to maintain operational excellence, protect our high-performing culture, and ensure our customers receive an empathetic, fair, and seamless experience during a crucial period.
Leadership & People Management
Direct Management: Lead, mentor, and support the progression of Care Executives, ensuring they continue to perform at their best.
Quality Assurance (QA): Conduct QA checks, deliver feedback, and run targeted training to upskill the wider department in handling vulnerabilities and complaints.
Collaborative Strategy: Partner closely with Operations Team Leads, Managers, and the wider Leadership team to align on departmental goals and share best practices.
⚖️ Complaints Management & Root Cause Analysis
Case Review: Review and approve final complaint responses and financial redress drafted by team members, ensuring strict adherence to regulatory standards and FOS guidelines.
Workflow Management: Manage the intake, logging, and distribution of incoming complaints to ensure an equitable workload.
SLA Monitoring: Monitor daily and weekly resolution deadlines to ensure zero regulatory or internal breaches.
Root Cause Analysis: Identify systemic themes and trends in complaints; collaborate with stakeholders to implement preventive measures and minimise future escalations.