Customer Operations Team Leader(UK Visa Sponsorship)

Automotive Jobs
Uk
January 15, 2026
Full Time Permanent
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Job Description

About Moneybox

Moneybox exists to help people move forward in life with confidence. We believe wealth isn’t just about money — it’s about what money enables: security, choice, freedom, and peace of mind.

As an award-winning digital wealth platform, Moneybox supports more than 1.5 million customers across every stage of their financial journey — from saving and investing, to buying their first home, to preparing for retirement. Everything we do is designed to make complex financial moments feel simple, human, and empowering.

The Role at a Glance

Customer Operations Team Leaders play a critical role in making Moneybox work — both for our customers and for our people. You’ll lead a team of Customer Operations Executives, supporting their growth while ensuring daily operations run smoothly, accurately, and on time.

This role blends people leadership, operational oversight, and hands-on problem solving. You’ll manage workflows, oversee service levels, handle escalations, and represent the customer voice internally — all while setting the standard for service excellence.

The Team You’ll Be Leading

The Customer Operations team supports some of the most meaningful financial milestones in our customers’ lives. This includes:

  • Managing ISA and Lifetime ISA transfers in and out
  • Processing payments linked to incoming transfers
  • Supporting customers using their Lifetime ISA to buy their first home
  • Working with solicitors and external financial institutions to ensure accuracy and compliance
  • The work is detailed, regulated, and high-impact. Success requires care, precision, and a strong commitment to doing the right thing for the customer.

What You’ll Be Responsible For

1. People Leadership & Development

  • Line-manage 4–10 Customer Operations Executives
  • Hold regular 1-to-1s focused on performance, wellbeing, and long-term development
  • Deliver coaching, feedback, and structured performance reviews
  • Support onboarding, training, and mentoring of new team members

2. Operational & Duty Management

  • Rotate “on-duty” leadership with other Team Leaders
  • Allocate daily workloads and manage queues effectively
  • Monitor and maintain SLA performance
  • Lead daily stand-ups and morning huddles
  • Act as the first escalation point for complex queries, complaints, and operational issues
  • Maintain momentum, morale, and professionalism throughout the day

3. Quality, Risk & Compliance

  • Carry out regular quality assurance reviews
  • Identify operational risks early and take corrective action
  • Ensure processes align with Consumer Duty requirements

Uphold regulatory expectations set by the Financial Conduct Authority (FCA)

4. Expertise & Continuous Improvement

  • Act as a subject-matter expert across Customer Operations
  • Identify trends, recurring issues, or friction points from customer data
  • Improve internal processes, guides, and best-practice documentation
  • Collaborate with product and mission teams to represent customer impact
  • Continue engaging with customers to stay close to real experiences

5. Cross-Business Collaboration

  • Work closely with Managers, the Head of Customer Operations, and Mission teams
  • Share insights that influence product development and service design
  • Advocate for both customers and frontline teams in decision-making

Our Commitment to Customers

At Moneybox, customers are at the centre of everything we do. Our service principles guide how we show up every day:

Relationship – We aim for continuity, care, and meaningful conversations
Advocacy – We listen, represent, and act on customer feedback
Integrity – We operate fairly, responsibly, and with transparency
Simplicity – Clear explanations, no unnecessary jargon
Expert Knowledge – Continuous learning so customers get confident answers

Who We’re Looking For

You’ll Bring:

  • At least 2 years’ experience leading or managing teams
  • Strong organisational skills with the ability to balance people and performance
  • Clear, confident communication — written and verbal
  • A data-driven mindset with the ability to spot trends and solve problems
  • A genuine passion for customer experience and team development
  • A commitment to inclusion, fairness, and psychological safety

What You’ll Get in Return

  • A role in a fast-growing, purpose-driven fintech
  • A collaborative, inclusive, and supportive culture
  • Competitive salary and benefits package
  • 25 days holiday plus bank holidays
  • Private medical insurance
  • Gympass subscription
  • Personal learning & development budget
  • Opportunities to attend industry events and conferences

Working Arrangement

  • Hybrid working: 2 days per week in our London office, 3 days from home
  • Fully remote roles are considered only for candidates based in the UK

Visa & Right to Work

Moneybox is unable to offer visa sponsorship for this role. Applicants must already have the legal right to work in the UK.
 https://www.gov.uk/check-uk-visa

Data Protection & Pre-Employment Checks

We process applicant data in line with UK data protection law.
https://www.gov.uk/data-protection

As a regulated financial services company, employment offers are subject to background checks, including criminal record and adverse credit history, in line with UK employment and financial regulations.

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