[Hiring] Senior Coaching & Advice Service Manager @Moneybox

Role Description

The Senior Coaching & Advice Service Manager leads Moneybox's team of Financial Coaches and Advice Coaches — the shared service that gives customers a human relationship alongside our digital capability.

• Lead and grow the Coaches and Advice Coaches team end-to-end.
• Line manage the Coaches and Advice Coaches team, providing day-to-day leadership, coaching, and support.
• Build and own the T&C scheme for the Coaches and Advice Coaches team.
• Design and build out development pathways and onboarding plans.
• Manage performance against KPIs, coaching individuals and the team as a whole.
• Own service quality across both the coaching and advice-service experience.
• Ensure the team delivers good customer outcomes consistent with Consumer Duty.
• Monitor and report against agreed SLAs and customer satisfaction scores (CSAT).
• Own recruitment for the Coaches and Advice Coaches team.
• Build out the Adviser & Coach Academy.
• Own the end-to-end customer experience delivered by the team.
• Identify where AI and automation can improve customer interactions.

Qualifications

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.
• Track record of managing to KPIs, SLAs, and customer satisfaction metrics.
• Experience building training, competence, and development frameworks for a growing team.
• Experience recruiting and scaling a team, including workforce planning.
• Comfortable using technology to improve customer experience.
• Level 3 certificate in Financial Services (or equivalent), or RO1 & RO4.
• Strong understanding of Consumer Duty and a genuine instinct for good customer outcomes.

Requirements

• Level 4 qualification in Financial Planning (or equivalent) already attained (desirable).
• Experience operating in a digital-first advice or coaching model (desirable).
• Experience partnering with Product or Technology teams to design AI-supported customer journeys (desirable).
• Background working alongside, or within, a regulated advice team (Financial Advisers, Paraplanners) (desirable).

Benefits

• Opportunity to join a fast-growing, award-winning, and super ambitious company.
• Work with a friendly team of highly motivated individuals.
• Be in an environment where you are listened to and can actually have an impact.
• Thriving collaborative and inclusive company culture.
• Company pension scheme.
• Company bonus scheme.
• Home office furniture allowance.
• Personal Annual Learning and Development budget.
• Private Medical Insurance.
• Health Cash Plan – cashback on everyday healthcare like dental and opticians.
• Cycle to work scheme – spread the cost of a new bike and accessories.
• CycleSaver – save on bike-share subscriptions and have a more sustainable commute.
• Wellhub subscription to a variety of gyms and wellbeing apps.
• Enhanced parental pay & leave.
• 25 days holiday + bank holidays with additional days added with length of service.