Head of Customer Support & Care

Job description

**About Moneybox** At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping 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. The Head of Customer Support & Care is a senior leadership role responsible for leading Moneybox’s Customer Support and Customer Care teams, as well as the Training & Onboarding function. Support helps customers across a broad range of needs, while Care provides specialist support for complaints, vulnerable customers and bereavements. You will ensure these critical functions **deliver outstanding customer service and value, compliantly and efficiently,** while building the capability to support Moneybox’s long-term growth. The role combines strategic operational leadership with strong customer centricity, ensuring customers receive effective, empathetic support across both everyday and more complex or sensitive needs. You will build a scalable, future-proof Support & Care model, developing strong leaders, improving service quality and productivity, making effective use of AI and automation, and evolving how we onboard, train and develop our operational teams. This is an opportunity to shape Support & Care as Moneybox scales, and ensure customer insight drives improvements across the wider business. ### Specifically, you will: - **Lead and Develop Support & Care Teams:** Provide strategic leadership across Support, Care and Training & Onboarding, setting direction, driving accountability, developing strong people leaders and fostering a high-performance, inclusive culture. - **Set Strategy and Deliver Outstanding Service:** Build and deliver a 12 to 18 month strategy for Support & Care, translating it into clear priorities and measurable outcomes. Ensure people and capacity are deployed effectively to meet customer demand and deliver consistently outstanding service, while evolving the operating model to support Moneybox’s growth. - **Champion Customer Outcomes:** Own the quality of customer outcomes across Support & Care, setting high standards across everyday service, complaints, vulnerable customers, bereavements and other complex needs. - **Transform Training & Onboarding:** Evolve how we onboard and develop teams across Customer Support and back-office Operations, using data, technology and new approaches to improve speed to competence, consistency and ongoing capability. - **Drive Efficiency and Productivity:** Use data and insight to simplify work, reduce avoidable contact and improve speed of service, making smart use of AI and automation so customers get faster support and the operation can scale efficiently. - **Safeguard Compliance and Manage Risk:** Maintain strong oversight of customer and operational risk, ensuring appropriate standards and controls are in place and issues are addressed and escalated effectively. - **Collaborate and Influence Cross-Functionally:** Be a strong advocate for customers across Moneybox, using insight from Support & Care to influence priorities and work with Product, Engineering, Compliance and other teams to improve the end-to-end customer experience. ### Who you are - **A strategic operator** who balances long-term vision with day-to-day execution and has a clear bias for action. - **A strong people leader** who develops strong managers and builds high-performing, inclusive teams. - **Customer-focused and commercially minded**, ensuring improvements enhance customer trust and deliver measurable value. - **Analytical and data-driven**, using insights to guide decisions and drive continuous improvement. - **Open-minded, curious and improvement-focused,** welcoming feedback and using technology, automation and AI to rethink how customer service is delivered. - **Resilient and pragmatic**, able to prioritise effectively in complex, fast-paced environments. - **A collaborative team player and influential communicator** who builds strong relationships, secures alignment across senior stakeholders and prioritises what is right for Moneybox and its customers over functional interests. ### Experience & Skills - **Proven track record of leading customer support functions that deliver outstanding customer experiences,** building trust through high-quality interactions and consistently strong customer outcomes, with experience in **financial services or another regulated environment.** - Strong people and operational leadership experience across **customer support or customer operations**, with a track record of developing managers, building resilient, high-performing teams, and deploying resources effectively to meet customer demand and service expectations. - Experience designing and evolving **customer service operating models and driving continuous improvement**, including process redesign, automation and the effective use of AI. - Skilled in using **data and performance metrics** to drive accountability, improve service and quality, and increase productivity and efficiency. - Experience improving **training, onboarding and capability development**, with a focus on measurable improvements in performance and speed to competence. - Experience leading or overseeing Customer Care, including complaints, vulnerable customers and complex customer needs, with sound judgement in managing customer and operational risk, compliance obligations and escalation.