At a Glance
- Tasks: Lead and optimise our Customer Care team, ensuring exceptional service during sensitive customer journeys.
- Company: Join Moneybox, a company committed to diversity and innovation in financial services.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Flexible working hours with a supportive and inclusive culture.
- Why this job: Make a real difference by supporting vulnerable customers and leading a passionate team.
- Qualifications: 1+ years in a leadership role, strong communication skills, and a customer-focused mindset.
The predicted salary is between 40000 - 50000 £ per year.
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.
Our Commitment to DE&I
At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open‑minded and always willing to go the extra mile to ensure all applicants can present their full self and potential.
Working Policy
We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.
Visa Sponsorship
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Customer Care Team Lead (FTC - Mat Cover) in London employer: Moneybox
At Moneybox, we pride ourselves on being an exceptional employer that values empathy and operational excellence in our Customer Care Team. Our supportive work culture fosters growth through mentorship and collaboration, ensuring that every team member can thrive while making a meaningful impact on our customers' lives. With a hybrid working policy and a commitment to diversity and inclusion, we create an environment where everyone can bring their authentic selves to work, making it a truly rewarding place to be.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Lead (FTC - Mat Cover) in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Customer Care Team Lead role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and customer care. Think about how you would handle sensitive situations, especially with vulnerable customers. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your passion for customer service! During interviews, share stories that highlight your experience in managing complaints and leading teams. This will demonstrate your commitment to providing empathetic and effective support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Customer Care Team Lead (FTC - Mat Cover) in London
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your leadership experience. We want to see how you've mentored and supported teams in the past, especially in customer care roles. Share specific examples that demonstrate your ability to lead and inspire others!
Be Customer-Obsessed:We’re all about putting customers first, so let that shine through in your application. Talk about your passion for advocating for customers, particularly those facing challenges. Use real-life scenarios to show how you’ve made a difference in their experiences.
Attention to Detail is Key:In this role, meticulous attention to detail is crucial. Make sure your application is free from typos and errors. We appreciate clear and concise communication, so structure your application well and ensure it reflects your analytical problem-solving skills.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Moneybox
✨Know Your Customer Care Inside Out
Before the interview, make sure you understand the ins and outs of customer care, especially in handling complaints and vulnerable customers. Familiarise yourself with FCA guidelines and be ready to discuss how you would apply them in real scenarios.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in mentoring and supporting team members. Think about times when you've successfully led a team through challenges or improved processes, and be ready to share these stories.
✨Demonstrate Empathy and Communication
Since this role involves sensitive customer interactions, practice articulating your approach to empathetic service. Be prepared to discuss how you handle difficult conversations and ensure that your communication style reflects emotional intelligence.
✨Be Data-Driven
Brush up on your analytical skills and be ready to talk about how you’ve used data to drive improvements in customer care. Think of specific metrics you've monitored and how they influenced your decision-making in past roles.
