Customer Relationship Manager, Pensions & Wealth Services

Moneyfarm; Preston; On-site; GBP 55,000 - 80,000; Full time

Job summary

Moneyfarm, a leading digital wealth manager, seeks a hands-on Head of UK Customer Service to lead Willis Owen and Profile Pensions teams. You will own day-to-day service across phone, email and chat, set clear SLAs, coach staff, and drive excellent outcomes within regulatory rules.

A strong emphasis is placed on coaching, process, and customer-centric culture. You will collaborate in a management team, align with product and operations, and ensure high-quality client experiences while managing

Qualifications

• Experience supervising a customer service team in financial services.
• Knowledge of ISA, pensions, transfers and drawdown is preferred.
• Strong coaching and performance-management skills.

Responsibilities

• Lead, coach and develop customer service representatives across two entities.
• Own service level attainment across multiple channels and report metrics daily.
• Enforce single case ownership from first contact to resolution.
• Manage pension transfers, drawdown journeys and ISA/fund transfers end to end.
• Work with FCA rules, Consumer Duty and AML policies; ensure data accuracy.
• Plan capacity across both entities and flex resources during peaks.
• Contribute client insights to product and operations forums.

Skills

Leadership

Coaching

Customer service

FCA regulatory awareness

CRM systems

Reporting

Stakeholder management

Communication

Problem solving

Tools

CRM systems

Databases

MS Office Suite

Job description

Moneyfarm, a leading digital wealth manager, seeks a hands-on Head of UK Customer Service to lead Willis Owen and Profile Pensions teams. You will own day-to-day service across phone, email and chat, set clear SLAs, coach staff, and drive excellent outcomes within regulatory rules.

A strong emphasis is placed on coaching, process, and customer-centric culture. You will collaborate in a management team, align with product and operations, and ensure high-quality client experiences while managing