At a Glance
- Tasks: Lead a dynamic team, manage workflows, and tackle customer queries with confidence.
- Company: Join Moneybox, an award-winning wealth management platform on a mission to empower everyone.
- Benefits: Enjoy competitive pay, private medical insurance, and a personal learning budget.
- Other info: Hybrid working model with a vibrant, inclusive culture and opportunities for growth.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: 2+ years of management experience and a passion for customer service.
The predicted salary is between 49500 - 60500 £ 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.
Customer Operations Team Leaders are the backbone of our Customer Operations team, ensuring everything runs like a well‑oiled machine.
As a Team Leader, you'll be the go‑to person for a group of Executives, providing guidance, support and motivation.
You'll also be the master of workflow, juggling tasks and tackling escalations with ease.
It's a challenging but rewarding role that's perfect for anyone who loves to lead, problem‑solve, and make a real difference in the lives of our customers.
The Customer Operations team plays a vital role in our business.
We manage ISA and Lifetime ISA transfers (both in and out of Moneybox) and facilitate payment processing for incoming transfers.
We help first‑time buyers reach a significant milestone: purchasing their home.
Our team supports customers withdrawing from their Lifetime ISA for this purpose, ensuring a smooth and seamless experience.
Our team interacts with external parties, including financial service providers and solicitors, as well as our customers.
To excel in this role, you must be skilled at providing exceptional customer and third party service while ensuring our back end processes are efficient and error free.
- As a Team Leader, your core responsibilities will include (but are not limited to):
- Line Management and
Mentorship: leading and guiding a group of Customer Operations Executives, fostering their professional development through regular one to ones, performance reviews and coaching sessions.
- Workflow Management and
- Escalation
Handling: sharing on duty responsibilities with other Team Leaders on a rotating basis, overseeing the daily workload, sharing reporting data for your area, managing escalations and keeping the team within SLAs.
- Staying Informed and
Aligned: keeping up to date on company wide changes, roadmaps and progress toward targets, and working closely with the Head of Customer Operations, Managers and fellow Team Leaders.
- Team management
- Holding weekly 1-1s with team members to discuss progression and development, using performance metrics alongside conversational feedback
- Conducting quality assurance on the team's work regularly, providing feedback and flagging risks
- Running coaching sessions on best practice and customer service
- Supporting training and hiring of new team members
- Duty management
- Conducting daily morning huddles
- Managing queues and delegating tasks appropriately as Duty Coordinator
- Reporting on SLA adherence and planning to stay within expected timeframes
- Maintaining motivation and professionalism, acting as a strong role model
- Acting as the initial point of escalation for complaints, bugs and difficult queries
- Continuing to interact with customers to keep knowledge high and set a strong standard for the team
- Expert knowledge
- Understanding where niche issues and complaints should be escalated, and owning the issue
- Identifying issues from common customer queries and noticing when things don't look right
- Providing assistance across all areas of Customer Operations when needed (training, content, Intercom, etc.)
- Improvements and wider business
- Proactively looking for ways to improve current processes and creating or improving best practice guides
- Using data, customer and team feedback to support improvement initiatives
- Working closely with a Moneybox Mission team, feeding back how their work affects Customer Operations
- We RAISE the bar with our service
- Relationship: we put customers first, provide swift resolutions and celebrate their wins
- Advocacy: we listen to customers and advocate for them at each step of their journey
- Integrity: we work honestly, fairly and with the customer's best interests in mind
- Simplicity: we are clear and simple, with no complicated jargon
- Expert App Knowledge: we ensure our customer facing teams are experts in the app and their fields
- Key Requirements
- Experienced Leader: minimum
- 2 years of management experience with a proven ability to inspire and guide a team
- Strategic and Organised: able to balance big picture thinking with effective day to day workflow management
- Effective Communicator: articulate and persuasive, able to advocate for ideas clearly and professionally
- Receptive to Feedback: values constructive criticism as an opportunity for learning and improvement
- Customer Focused: confident and approachable, able to deliver exceptional service
- Diversity Champion: committed to an inclusive and transparent team environment
- Analytical and Data Driven: uses data to support judgement and solve problems
- Ambitious and Driven: seeking a long term career opportunity within a fast growing company
Benefits
- Opportunity to join a fast growing, award winning and ambitious startup
- A friendly team of highly motivated individuals
- An environment where you are listened to and can have real impact
- Thriving collaborative and inclusive company culture
- Competitive remuneration package
- Opportunity to attend industry conferences and events
- Gympass subscription
- Private medical insurance
- Personal L&D allowance
- 25 days holiday plus bank holidays
- 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.
#J-18808-Ljbffr
Customer Operations Team Leader (18-month FTC) employer: Moneyboxapp
At Moneybox, we pride ourselves on being an excellent employer by fostering a culture of innovation and collaboration, particularly in our Customer Strategy area. As a Product Designer, you'll enjoy high autonomy and ownership over your work, with ample opportunities for professional growth and development in a supportive environment that values diversity and inclusion. Our commitment to creating meaningful experiences for our customers, combined with a focus on accessibility and cutting-edge design practices, makes Moneybox a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader (18-month FTC)
✨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 Moneyboxapp.
✨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 Moneyboxapp. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Operations Team Leader (18-month FTC)
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 Moneyboxapp.
How to prepare for a job interview at Moneyboxapp
✨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 Moneyboxapp'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 Moneyboxapp 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!
