The posting
We are a rapidly growing pan-European digital wealth manager, serving over 170,000 active investors with over £7.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London.
With a team of 220+ people across 4 offices in Italy and the UK, we are proudly backed and funded by major partners including Poste Italiane, Cabot Square Capital, United Ventures, and Allianz.
Our vision
Our vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time.
Our Core Values:
We’ve built our business on three Principles:
- Relationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else.
- Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
- Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream
What this means in practice:
At Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact.
Our diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions — it’s our competitive edge. We value people for who they are and their unique strengths: that's why we offer flexible ways of working to support them in doing their best work.
About the role
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.
Key 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. 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.
Requirements
Essential
- Excellent customer service, with the ability to handle a difficult client 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.
- 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.
- 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.
- Excellent communication skills, written and verbal, and the ability to hold a difficult customer conversation personally.
- 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.
Nice to have
- 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.
