At a Glance
- Tasks: Lead and optimise our Customer Care team, ensuring exceptional service for sensitive customer journeys.
- Company: Join Moneybox, an award-winning wealth management platform dedicated to helping people build wealth.
- Benefits: Competitive salary, supportive culture, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on empathy and operational excellence.
- Why this job: Make a real difference in customers' lives while leading a passionate team.
- Qualifications: 1+ years in a leadership role, strong communication skills, and a passion for customer advocacy.
The predicted salary is between 35000 - 45000 £ per year.
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.
What you’ll do
- 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.
- Vulnerable Customers (VC) & Bereavements
- Operational Oversight: Act as the definitive escalation point in our internal vulnerability Slack channels.
- Signposting & Accessibility: Partner with the Content, Comms, and Accessibility forums to continuously improve app features, customer signposting, and self‑service resources.
- Empathetic Service: Manage the operational workflow for bereavement cases, ensuring a best‑in‑class, deeply empathetic service for families and executors.
- Data, Reporting & BAU Governance
- Metrics & Committee Reporting: Maintain and deliver key Management Information (MI) and metrics for internal leadership forums (e.g., Team Lead meetings) and senior committees, including RiskCo and the Vulnerable Customer Committee (VCC).
- Specialised Insight: Produce and analyse dedicated reporting covering both Complaints data and Vulnerable Customer (VC) metrics to track regulatory and operational performance.
- Ad‑Hoc Analysis: Deliver data‑driven insights and ad‑hoc reporting to evaluate process efficiency, measure business impact, and drive continuous internal improvements.
Who you are
- An Adaptable Leader: You can jump into existing processes quickly, hold the respect of a wider team, and keep the ship running smoothly without missing a beat.
- Customer‑Obsessed: You are genuinely passionate about advocating for customers, particularly those experiencing vulnerability or distress.
- A Sharp Organiser: You effortlessly balance day‑to‑day operational workflows ("BAU") with high‑level strategic tracking and cross‑functional stakeholder management.
- A Clear Communicator: You possess exceptional emotional intelligence, able to navigate sensitive customer situations and articulate ideas professionally to internal teams.
- Feedback‑Driven: You view constructive feedback as a tool for growth and foster an open, transparent environment for your team.
Experience and Skills
- External Hires: Minimum 1+ years of experience in a similar leadership or senior escalated‑support role (ideally within Fintech or regulated Financial Services).
- Internal Hires: Open to current Team Leads and Managers.
- Skills: Exceptional written and verbal communication, meticulous attention to detail, and strong analytical problem‑solving abilities.
- Regulatory Knowledge: Familiarity with FCA guidelines regarding Vulnerable Customers and Dispute Resolution (DISP) is highly advantageous.
Working Hours
- Shifts: Monday to Friday, 9:00 AM – 5:30 PM. (Additional overtime available).
- Blackout Period: Please note that due to seasonal demand, the end of the tax year (April) is a strict holiday blackout period for this role.
Customer Care Team Lead (FTC - Mat Cover) in London employer: hackajob
At Moneybox, we pride ourselves on being an exceptional employer that values the well-being and growth of our employees. Our collaborative work culture fosters innovation and empathy, particularly in our Customer Care Team, where you will lead a dedicated group committed to providing outstanding support to our customers during their most vulnerable times. With a focus on professional development and a supportive environment, Moneybox offers a unique opportunity to make a meaningful impact while advancing your career in the heart of a thriving fintech hub.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Lead (FTC - Mat Cover) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like hackajob.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like hackajob. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Care Team Lead (FTC - Mat Cover) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to hackajob.
How to prepare for a job interview at hackajob
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in hackajob's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services hackajob offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
