Customer Service Manager, WealthTech UK

Moneyfarm; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Moneyfarm in London is seeking a hands-on Customer Service Team Lead to manage the UK book across phone, email and chat, owning day-to-day service delivery and a defined set of performance metrics.

You will work in a management team alongside colleagues handling complaints and voice of the customer, driving improvements under Consumer Duty and coaching representatives to excellence. This role combines coaching with practical delivery in a fast-growth fintech.

Qualifications

• Excellent customer service with ability to handle difficult conversations.
• Proven experience supervising, coaching and leading a customer service team.
• Experience in wealth management, investment platforms or a digital-first retail financial services business.

Responsibilities

• Lead, coach and develop the customer service representatives across phone, email and chat, with a regular review cycle.
• Own service level attainment for the UK book: response/resolution times, abandoned calls, callbacks and aged cases.
• Enforce single case ownership from first contact to resolution, including cases with third parties.
• Drive throughput towards the agreed target and ensure Salesforce hygiene and reliable reporting.

Skills

Customer service leadership

Wealth management

ISAs

Pension transfers

Drawdown

Consumer Duty

Tools

Salesforce Service Cloud

Job description

Moneyfarm in London is seeking a hands-on Customer Service Team Lead to manage the UK book across phone, email and chat, owning day-to-day service delivery and a defined set of performance metrics.

You will work in a management team alongside colleagues handling complaints and voice of the customer, driving improvements under Consumer Duty and coaching representatives to excellence. This role combines coaching with practical delivery in a fast-growth fintech.