Customer Operations Team Leader

Moneybox; Harrow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A growing wealth management company in Harrow is seeking a Customer Operations Team Leader to guide a team of Executives, ensuring excellent service and efficient workflow. The ideal candidate has at least 2 years of management experience and a keen focus on customer service. Offering competitive salary packages and a hybrid work model, this role provides an opportunity to make a significant impact in an award-winning environment.

Benefits

Competitive remuneration package

Gympass subscription

Private medical insurance

Personal L&D allowance

25 days holiday plus bank holidays

Qualifications

• Minimum 2 years of management experience.
• Ability to balance big-picture thinking with day-to-day workflow management.
• Effective communicator who can clearly advocate ideas.

Responsibilities

• Lead a group of Customer Operations Executives.
• Oversee daily workload and manage escalations.
• Conduct weekly one-on-ones and performance reviews.

Skills

Leadership

Communication

Organizational skills

Analytical thinking

Customer focus

Job description

About Moneybox

Moneybox is an award‑winning wealth management platform that helps over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.

Job Brief

Customer Operations Team Leaders are the backbone of our Customer Operations team, ensuring everything runs like a well‑oiled machine. As a Team Leader you’ll guide a group of Executives, provide guidance, support and motivation, manage workflow, and handle escalations. You’ll lead a team that supports ISA and Lifetime ISA transfers, facilitates payment processing, helps first‑time buyers, and works with external parties including financial service providers and solicitors.

What You’ll Do

Line Management And Mentorship

• Lead and guide a group of 4‑10 Customer Operations Executives, fostering professional development through regular one‑to‑ones, performance reviews, and coaching sessions.
• Focus on enhancing team skills, performance, productivity, and career growth.

Workflow Management And Escalation Handling

• Share on‑duty responsibilities with other Team Leaders on a rotating basis, oversee daily workload, share reporting data, manage escalations, and plan to keep the team within SLAs.
• Collaborate with other Team Leaders inside and outside Customer Operations to ensure fair resource distribution and excellent customer outcomes.

Staying Informed And Aligned

• Stay updated on company‑wide changes, roadmaps, and target progress.
• Work closely with the Head of Customer Operations, Managers, and fellow Team Leaders to advocate for your team, support process improvements, and represent the customer.
• Uphold consumer duty and ensure processes are efficient and risk free.

Team Management

• Hold weekly 1‑1s to discuss progression using performance metrics and data.
• Conduct quality assurance and provide feedback to ensure risk‑free processes.
• Run coaching sessions on best practices and customer service.
• Facilitate training and hiring of new team members.

Duty Management

• Conduct daily morning huddles and manage queue allocation.
• Report on SLA adherence and plan to maintain response timeframes.
• Maintain motivation and professionalism throughout the day.
• Act as the initial point of escalation for complaints, bugs, and difficult queries.
• Interact with current and potential customers to maintain knowledge and set a high standard.

Expert Knowledge

• Escalate niche issues appropriately and own the problem resolution.
• Identify issues from common queries, spot irregularities, and plan improvements.
• Provide assistance across all areas of Customer Operations when needed.

Improvements & Wider Business

• Proactively improve current processes and develop best‑practice guides.
• Utilise data, customer, and team feedback to support improvement initiatives.
• Promote our brand promise and suggest initiatives that benefit the customer experience.
• Coordinate with the Moneybox Mission team on how their work influences Customer Operations.

Customer Commitment

• Support customers in achieving their financial goals.
• Deliver simple, reliable service that celebrates customer milestones.
• Prioritise customer‑facing teams to provide ongoing support throughout the lifecycle.

Who You Are

• Experienced Leader – Minimum 2 years of management experience.
• Strategic & Organised – Balance big‑picture thinking with day‑to‑day workflow management.
• Effective Communicator – Articulate, persuasive, and able to advocate ideas clearly.
• Receptive to Feedback – Values constructive criticism for continuous learning.
• Customer‑Focused – Communicates with customers and delivers exceptional service.
• Diversity Champion – Fosters an inclusive and transparent team environment.
• Analytical & Data‑Driven – Uses data to support decisions and solve problems.
• Ambitious & Driven – Seeks long‑term career growth in a dynamic company.

What’s in it for you?

• Opportunity to join a fast‑growing, award‑winning startup.
• Work with a friendly, highly motivated team.
• Make a real impact and have your voice heard.
• Collaborative, inclusive company culture.
• Competitive remuneration package.
• Opportunity to attend industry conferences and events.
• Gympass subscription.
• Private medical insurance.
• Personal L&D allowance.
• 25 days holiday plus bank holidays.

Visa Sponsorship

At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

Working Policy

We have a hybrid policy that includes 2 days from our London office and 3 from home. Candidates wishing to work on a fully‑remote basis must be based within the UK.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management and Manufacturing