Head of Coaching & Advice Services (Remote)

Lever, Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Company pension scheme

Company bonus scheme

Home office furniture allowance

Learning & Development budget

Private Medical Insurance

Health Cash Plan

Cycle to work scheme

Wellhub wellbeing

Job summary

Moneybox is building a new kind of advice service. The Senior Coaching & Advice Service Manager will lead the Coaches and Advice Coaches team, shaping the customer experience with video calls and AI, and ensuring compliance with Consumer Duty.

You’ll own development pathways, performance against KPIs, and recruitment as the service scales, partnering with Product and Technology to improve outcomes.

Qualifications

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.

Responsibilities

• Lead and grow the Coaches and Advice Coaches team end-to-end, including people leadership, competence and technology.
• Own service quality and customer outcomes across coaching and advice services.
• Manage performance against KPIs, SLAs, and CSAT with data-driven improvements.
• Own recruitment, training paths and onboarding as the team scales.
• Forecast headcount and segmentation by skill level and conversation complexity.

Skills

People leadership

KPI management

Training frameworks

Hiring & scaling

Tech-enabled CX

Consumer Duty

Education

Level 3 Financial Services (RO1/RO4)

Level 4 Financial Planning

Tools

CRM systems

Video calling tools

AI tools

Job description

Moneybox is building a new kind of advice service. The Senior Coaching & Advice Service Manager will lead the Coaches and Advice Coaches team, shaping the customer experience with video calls and AI, and ensuring compliance with Consumer Duty.

You’ll own development pathways, performance against KPIs, and recruitment as the service scales, partnering with Product and Technology to improve outcomes.