UK Customer Service Lead – Relationship & Growth

Moneyfarm; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Moneyfarm in London is seeking a Customer Relationship Manager to lead the UK customer service team. This hands-on role manages day-to-day service delivery across phone, email and chat, ensuring consistent outcomes and high customer satisfaction while working in a hybrid setup.

You will partner with the Customer Experience Manager, maintain strict service levels, develop team specialists in pensions/drawdown or direct investing, and contribute to product and operations improvements in line with

Qualifications

• 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 a digital-first retail financial services business.
• Working knowledge of ISAs, pension transfers, drawdown and the operational journeys behind them.
• Track record of taking a team through high demand or backlog and improving service levels, with numbers to show it.
• Strong operational discipline: workforce planning, rota and shift management, queue management and daily management information.
• Competent with a CRM or case management system and able to build and interrogate reporting from it.
• Knowledge of the Consumer Duty and what good customer outcomes look like in practice.
• Get-up-and-go work ethic and ability to operate at pace in a fast-growing business.

Responsibilities

• Lead, coach and develop the customer service representatives across phone, email and chat, with a normal one-to-one and performance review cycle.
• Own service level attainment for the Moneyfarm UK book: response and resolution times, abandoned calls, callback breaches and aged cases.
• Enforce single case ownership. Every case has a named owner from first contact to resolution, and that owner keeps it, including while it sits with a third party.
• Drive case throughput towards the agreed target.
• Own the team's Salesforce hygiene: accurate case records, no duplicate or prematurely closed cases, one case per customer issue, and reliable reporting from the system.
• Own transfers and migrations in the front office: proactive chasing of third-party providers, clear customer updates while cases sit outside our control, and escalation when they stall.
• Plan capacity and rotas through the seasonal peak, including ISA year end and partnership campaign launches, and flag capacity gaps early and quantitatively.
• Resolve escalated customer issues before they become complaints, and hand over to the Customer Experience Manager cleanly when they do.
• Support the UK CSM in getting every representative to standard and develop each person's declared specialism in either pensions and drawdown or direct investing.
• Contribute front-line insight to product, change and operations forums in a structured way.
• Work within the FCA's rules and the firm's policies at all times, including the Consumer Duty, the Conduct Rules, treatment of vulnerable customers, anti-money laundering and customer identification procedures, and data protection.
• Comply with the Health and Safety at Work Act 1974, which means adherence to company policies and standards.

Skills

Customer service leadership

Supervising and coaching

Wealth management experience

ISA/pension/drawdown knowledge

Operational discipline

CRM reporting

Excellent communication

Consumer Duty knowledge

Fast-paced work ethic

Tools

Salesforce

Service Cloud

Job description

Moneyfarm in London is seeking a Customer Relationship Manager to lead the UK customer service team. This hands-on role manages day-to-day service delivery across phone, email and chat, ensuring consistent outcomes and high customer satisfaction while working in a hybrid setup.

You will partner with the Customer Experience Manager, maintain strict service levels, develop team specialists in pensions/drawdown or direct investing, and contribute to product and operations improvements in line with