At a Glance
- Tasks: Lead and develop a customer service team to enhance client experiences.
- Company: Join Moneyfarm, a fast-growing fintech focused on customer-centric results.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Opportunity to drive improvements and collaborate with a passionate team.
- Why this job: Shape frontline service and make a real impact in the fintech industry.
- Qualifications: Experience in customer service leadership and knowledge of financial services.
The predicted salary is between 49500 - 60500 £ per year.
In this newly created, hands-on leadership role you will steer Moneyfarm UK customer service in London, ensuring consistent service delivery across phone, email and chat. You’ll manage a team, define and report service standards, and drive outcomes that protect and grow client wealth. You’ll collaborate with the Customer Experience team to address root causes and embed coaching, processes, and culture improvements. This is an opportunity to shape frontline service in a fast-growing fintech with a focus on customer-centric results.
Responsibilities
- Lead, coach and develop the customer service representatives across phone, email and chat
- Own service level attainment for the Moneyfarm UK book: response and resolution times, abandoned calls, callback breaches and aged cases
- Enforce single case ownership from first contact to resolution, including third-party handling
- Drive case throughput towards the agreed target
- Maintain Salesforce hygiene: accurate case records, no duplicates, one case per issue, reliable reporting
- Oversee transfers and migrations in front office with proactive third-party chasing and clear updates
- Plan capacity and rotas for seasonal peaks and campaign launches
- Resolve escalated issues before they become complaints and hand over to Customer Experience Manager when needed
- Support the UK CSM in developing specialists in pensions/drawdown or direct investing
- Provide frontline insight to product, change and operations forums; ensure compliance with FCA rules and Consumer Duty
- Adhere to Health and Safety policies and company standards
- Collaborate with the Customer Experience Manager to address root causes and drive coaching and culture
Key requirements
- Excellent customer service with the ability to handle difficult conversations
- Proven experience supervising, coaching and leading a customer service team
- Experience in wealth management, investment platforms or digital-first retail financial services
- Working knowledge of ISAs, pension transfers, drawdown and operational journeys behind them
- Track record of improving service levels under high demand/backlog, with measurable results
- Strong operational discipline: workforce planning, rota/shift management, queue management, daily reporting
- CRM/case management system competence and ability to build and interrogate reporting
- Strong written and verbal communication and ability to handle difficult conversations personally
- Solid understanding of the Consumer Duty and good customer outcomes
- Proactive, fast-paced work style in a growing business
- People leadership
- Communication (written and verbal)
- Problem-solving
- CRM/case management systems
- Salesforce (Service Cloud)
- Data reporting and analytics
Customer Relationship Manager, Moneyfarm employer: Moneyfarm
At Moneyfarm, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to make a meaningful impact. As a Software Engineer II - Backend, you will have the opportunity to work with cutting-edge technologies in a dynamic environment, while benefiting from continuous learning and growth opportunities. Our commitment to Agile methodologies ensures that your contributions are valued, and you will be part of a team that prioritises quality and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Manager, Moneyfarm
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moneyfarm. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moneyfarm before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relationship Manager, Moneyfarm
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moneyfarm:Your cover letter is your chance to shine! Tell us why you want to work at Moneyfarm specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moneyfarm!
How to prepare for a job interview at Moneyfarm
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
