Customer Relationship Manager (Moneyfarm)

• This is a new first-line management role leading the Moneyfarm London customer service team, created as part of a redesign of our UK customer service function
• You own day-to-day service delivery for the Moneyfarm UK book across phone, email and chat, and you leadthe people who deliver it. That means two things in equal measure: a service standard that is defined, measured and reported — service levels, throughput, quality and customer outcomes — and a team where every representative has objectives, a personal development plan, accreditation across all three of our books and a visible route to the next grade. Managing the individual and the team to achieve excellence in good customer outcomes is key
• You will work in a management team, alongside you sit a second Customer Relationship Manager covering Willis Owen and Profile Pensions, a Customer Experience Manager who owns complaints, root cause and the voice of the customer
• The partnership with the Customer Experience Manager is central: they find what is going wrong for customers, and you turn it into coaching, process and behaviour/culture. Good customer outcomes under the Consumer Duty are something you must evidence
• This is a hands-on role
• 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. They own the proactive update, the chase and the close
• 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. Transfer and migration issues account for two thirds of our complaint volume
• 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. You do not investigate complaints about your own team
• 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

Benefits

• Flexible working
• Private healthcare
• Fee-free investment on Moneyfarm products

• Working knowledge of ISAs, pension transfers, drawdown and the operational journeys behind them
• A track record of taking a team through a period of high demand or backlog and improving service levels, with the numbers to show it
• Excellent communication skills, written and verbal, and the ability to hold a difficult customer conversation personally
• Proven experience supervising, coaching and leading a customer service team
• Experience in wealth management, investment platforms or a digital-first retail financial services business
• A strong understanding of the Consumer Duty and what good customer outcomes look like in practice
• A get-up-and-go work ethic and the ability to operate at pace in a fast-growing business
• Competent with a CRM or case management system and able to build and interrogate reporting from it
• Strong operational discipline: workforce planning, rota and shift management, queue management and daily management information
• Excellent customer service, with the ability to handle a difficult client conversation personally
• Relevant experience managing a small team
• Experience of Salesforce, including Service Cloud
• Experience of a seasonal peak such as ISA or tax year-end
• Experience of coaching a team through the introduction of documented process and accreditation for the first time