Customer Service Lead – Financial Services (Pensions/ISA)

Moneyfarm; Rishton; On-site; GBP 42,000 - 60,000; Full time

Job summary

Moneyfarm in the UK is seeking a hands-on Head of Customer Service to lead Willis Owen and Profile Pensions teams, ensuring day-to-day service delivery across phone, email and chat with a clear, measurable standard and strong outcome focus.

You will manage performance, ownership, and escalation, while driving processes, training, and coaching to improve customer outcomes and align with Consumer Duty requirements.

Qualifications

• Excellent customer service, with ability to handle difficult client conversations.
• Experience supervising, coaching or leading a customer service team.
• Experience in the financial services industry, client-facing operational role.
• Product knowledge of ISA, fund investments, pensions, transfers and drawdown.
• Proficiency with CRM systems and data reporting.

Responsibilities

• Lead, coach and develop customer service representatives across two entities.
• Own service level attainment across phone, email and post for both books.
• Enforce single case ownership from first contact to resolution.
• Own pension transfers, drawdown journeys, and ISA/fund transfers end to end.
• Manage residual service/data issues from pension migration and maintain client view.
• Ensure back office systems are updated with all client contact and have one case per issue.
• Oversee applications, correspondence and queries within SLAs and monitor records.
• Support client retention and promote products/services in line with rules.
• Resolve escalated client issues before they become complaints and hand over when needed.
• Plan capacity across both entities and flex resources during peaks.
• Contribute client insight to product/change/operations forums.
• Adhere to FCA Consumer Duty and company policies.

Skills

Customer service

Team leadership

Financial services experience

ISA and pension knowledge

CRM systems

Tools

CRM systems

Microsoft Office

Job description

Moneyfarm in the UK is seeking a hands-on Head of Customer Service to lead Willis Owen and Profile Pensions teams, ensuring day-to-day service delivery across phone, email and chat with a clear, measurable standard and strong outcome focus.

You will manage performance, ownership, and escalation, while driving processes, training, and coaching to improve customer outcomes and align with Consumer Duty requirements.