Head of Customer Support & Care

Overview

As Head of Customer Support & Care, you will shape Moneybox’s customer experiences by leading Support, Care and Training & Onboarding to deliver outstanding service and compliant operations. You’ll build a scalable model that supports growth, leveraging data, technology and AI to improve speed, consistency and outcomes. You will develop leaders, foster an inclusive culture, and align customer insights with cross-functional priorities to drive meaningful improvements. This is a chance to define how Moneybox supports customers through everyday and complex needs at scale.

Pay / Benefits

• hybrid working (2 days in London office, 3 days from home)

Responsibilities

• Provide strategic leadership across Support, Care and Training & Onboarding, developing managers and building an inclusive, high-performance culture
• Define and deliver a 12–18 month strategy with clear priorities and measurable outcomes to meet demand and support growth
• Own customer outcomes quality across everyday service, complaints, vulnerable customers and complex needs
• Evolve onboarding and capability development for front-line and back-office teams using data, tech and new approaches
• Drive efficiency and productivity through data insights, simplifying work and using AI/automation for faster, scalable service
• Maintain oversight of customer and operational risk with appropriate controls and escalation
• Collaborate across functions (Product, Engineering, Compliance) to improve end-to-end customer experience

Key requirements

• Proven track record leading customer support in financial services or a regulated environment
• Strong people and operational leadership, with experience building resilient, high-performing teams
• Experience designing/ evolving operating models and driving continuous improvement, including automation and AI
• Skilled in using data and performance metrics to drive accountability, improve service and productivity
• Experience improving training, onboarding and capability development with measurable performance gains
• Experience leading Customer Care, including complaints and vulnerable customers, with sound risk and compliance judgment

• Strategic thinker with bias for action
• Strong people leadership and mentoring
• Customer-centric and commercially minded
• Experience with automation and AI to rethink service delivery
• Data analytics and KPI-driven decision making
• Designing and evolving operating models for customer support

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