Service Manager - Touch Account in Liverpool

Banking experience that actually changes lives. Most banking jobs ask you to hit call-handling targets. This one asks you to build the best customer experience in the UK for people who've been overlooked by mainstream banking for decades. Money Carer is launching the Touch Account — a new bank account designed to make everyday banking genuinely accessible for vulnerable people.

Touch starts from a simple principle: people with a learning disability, autism, dementia, brain injury, or other support needs have the right to manage their own money. The account doesn't take decisions away from anyone. Instead, it provides nuanced, adjustable levels of support — there when it's needed, invisible when it isn't. That means a customer can tap their payment bracelet at the corner shop with complete independence, while a family member in their Circle of Care can quietly help in the background — perhaps with gentle spending limits, perhaps just with visibility, perhaps with nothing at all. The level of support flexes around the person, not the other way round.

It's banking built on the first principle of the Mental Capacity Act 2005: assume capacity, and support the decision — don't replace the decision-maker. We're looking for a Customer Service Manager to lead the customer experience for Touch from day one. You'll shape how we welcome, support, and protect our customers — and you'll set the standard the rest of the industry should be following.

What you'll do:

• Build, lead, and develop the Touch Account customer service team as the product scales.
• Design onboarding and support journeys that maximise each customer's independence — serving the account holder first, and their Circle of Care second.
• Help customers and families find the right level of support for them: from fully independent banking, to light-touch visibility, to more structured safeguards — and adjust it as their needs change.
• Act as the senior point of escalation for complex cases, including safeguarding concerns, financial abuse indicators, and capacity-related queries.
• Embed the Mental Capacity Act 2005 into everyday service decisions — starting from the presumption of capacity, supporting customers to make their own decisions wherever possible, and recognising when a deputy or attorney's authority is properly engaged.
• Champion accessible communication: easy-read materials, longer call times, patience as policy rather than exception.
• Build relationships with social workers, advocacy organisations, local authorities, and care providers who refer customers to Touch.
• Work closely with our product, compliance, and safeguarding teams to feed customer insight back into how Touch evolves.

What you'll bring:

Essential:

• A strong track record in banking or financial services customer experience, ideally in a leadership or management role.
• Demonstrable experience supporting vulnerable customers — you understand the FCA's vulnerable customer guidance not as a compliance exercise but as the heart of good service.
• A working understanding of the Mental Capacity Act 2005 and how it affects financial and banking decisions — above all, the principle that capacity is presumed and that support should enable a person's own decisions, not substitute for them.
• The judgement to balance independence and protection in sensitive situations — suspected financial abuse, family disagreements about 'what's best', customers in crisis — with calm, care, and respect for the customer's autonomy.
• Experience building or improving customer service operations: processes, training, quality, and team development.

Desirable:

• Experience working with appointees, Court of Protection deputies, or attorneys acting under an LPA.
• Knowledge of welfare benefits and how they interact with banking for supported adults.
• Experience in a scaling fintech or product launch environment.
• A background in social care, advocacy, or safeguarding alongside financial services.

Who we are:

Money Carer is one of the UK's leading providers of money management services for vulnerable and protected adults, supporting tens of thousands of people nationwide and working with hundreds of institutional partners including law firms and local authorities. The Touch Account is the next chapter: fifteen years of experience, distilled into an everyday bank account that makes independent banking possible for people the high street has left behind. You'll join at the start of something genuinely new — with the autonomy to shape it and the backing of an organisation that has supported vulnerable adults' finances since 2009.

What we offer:

• Competitive salary (dependent on experience).
• The chance to define the customer experience for a first-of-its-kind UK banking product.
• A mission-driven team where independence for vulnerable people isn't a feature — it's the entire point.
• Genuine career growth as Touch scales.

How to apply:

Apply via LinkedIn or send your CV and a short note telling us about a time you helped a vulnerable customer do something for themselves, rather than doing it for them. Money Carer is an equal opportunities employer. We particularly welcome applications from people with lived experience of disability or of supporting someone with a learning disability or support needs. We're happy to make reasonable adjustments at any stage of the recruitment process — just let us know what you need.