Overview
Money Carer is launching the Touch Account – a new bank account designed to make everyday banking genuinely accessible for vulnerable people. This role is for a Customer Service Manager who will lead the customer experience for Touch from day one.
Responsibilities
- 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, from fully independent banking to light‑touch visibility to more structured safeguards, and adjust it as 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, and patience as a policy rather than an exception
- Build relationships with social workers, advocacy organisations, local authorities, and care providers who refer customers to Touch
- Work closely with product, compliance, and safeguarding teams to feed customer insight back into how Touch evolves
Qualifications
Essential
- Strong track record in banking or financial services customer experience, ideally in a leadership or management role
- Demonstrable experience supporting vulnerable customers, with a deep understanding of FCA vulnerable customer guidance as the heart of good service
- Working understanding of the Mental Capacity Act 2005 and how it affects financial and banking decisions – preserving the principle that capacity is presumed and support should enable a person’s own decisions
- Judgement to balance independence and protection in sensitive situations – suspected financial abuse, family disagreements, or 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
- Background in social care, advocacy, or safeguarding alongside financial services
Benefits
- 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 is the entire point
- Genuine career growth as Touch scales
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 will make reasonable adjustments at any stage of the recruitment process – just let us know what you need.
