Customer Relationship Manager, Moneyfarm

Overview

In this newly created, hands-on leadership role you will steer Moneyfarm UK customer service in London, ensuring consistent service delivery across phone, email and chat. You’ll manage a team, define and report service standards, and drive outcomes that protect and grow client wealth. You’ll collaborate with the Customer Experience team to address root causes and embed coaching, processes, and culture improvements. This is an opportunity to shape frontline service in a fast-growing fintech with a focus on customer-centric results.

Responsibilities

• Lead, coach and develop the customer service representatives across phone, email and chat
• Own service level attainment for the Moneyfarm UK book: response and resolution times, abandoned calls, callback breaches and aged cases
• Enforce single case ownership from first contact to resolution, including third-party handling
• Drive case throughput towards the agreed target
• Maintain Salesforce hygiene: accurate case records, no duplicates, one case per issue, reliable reporting
• Oversee transfers and migrations in front office with proactive third-party chasing and clear updates
• Plan capacity and rotas for seasonal peaks and campaign launches
• Resolve escalated issues before they become complaints and hand over to Customer Experience Manager when needed
• Support the UK CSM in developing specialists in pensions/drawdown or direct investing
• Provide frontline insight to product, change and operations forums; ensure compliance with FCA rules and Consumer Duty
• Adhere to Health and Safety policies and company standards
• Collaborate with the Customer Experience Manager to address root causes and drive coaching and culture

Key requirements

• Excellent customer service with the ability to handle difficult conversations
• Proven experience supervising, coaching and leading a customer service team
• Experience in wealth management, investment platforms or digital-first retail financial services
• Working knowledge of ISAs, pension transfers, drawdown and operational journeys behind them
• Track record of improving service levels under high demand/backlog, with measurable results
• Strong operational discipline: workforce planning, rota/shift management, queue management, daily reporting
• CRM/case management system competence and ability to build and interrogate reporting
• Strong written and verbal communication and ability to handle difficult conversations personally
• Solid understanding of the Consumer Duty and good customer outcomes
• Proactive, fast-paced work style in a growing business

• People leadership
• Communication (written and verbal)
• problem-solving
• CRM/case management systems
• Salesforce (Service Cloud)
• data reporting and analytics

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