Head of Customer Support and Customer Care

Our Commitment to DE&I

At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential.

Job Brief

Moneybox is looking for a Head of Customer Support and Care to lead and support the growth of our Customer Support and Customer Care operations. You will be responsible for ensuring exceptional service for our customers, driving process improvements, and optimising resources and efficiency within the team. The role will report to the Director of Customer Operations and be a key player within the wider Customer Support and Operations department.

The role involves management of 5 distinct areas within the team, and will be responsible for the overall budget, resourcing, performance, and standards within it. The perfect candidate should be extremely confident with understanding and analysing data, and able to create clear strategies for their teams understanding the wider business needs and regulatory landscape.

Our customer teams are established, but growing. We see 2025 as a pivotal point in which to solidify a scalable, smart, customer and business-centric operating model which will form the basis of Moneybox’s customer-teams growth for the future. This role is a crucial component in ensuring that this is a success. As such, we’re especially looking for those with experience in this area, and those exceptionally comfortable with data and change management.

What you'll do

• Team Management
• This role directly oversees 5 key areas and would have 6 direct reports from across these:
• Customer Support: You’ll directly manage the Customer Support Senior Manager, who oversees all team leaders within the customer support team and, subsequently, all support executives.
• Customer Care: You’ll work with the Customer Care Team Leader, who manages a team responsible for handling complaints, supporting vulnerable customers, and managing bereavements.
• Training and Onboarding: managing two dedicated individuals to ensure seamless onboarding and continuous development both within the team, and for our newer team members.
• Resourcing and Planning function: one individual, focused on ensuring tactical resourcing is appropriate, our third party relationships are managed effectively, and the management of some change projects within the team.
• Management of these areas should be focused on helping those leading them for both the individuals and areas themselves to grow and progress, alongside demonstrating exceptional outputs and success. You should be confident in communicating and actioning strategies across different levels of experience and seniority to ensure that you are able to work across and within the team to create the impacts desired.

• Resource Planning and Optimisation
• Own and execute a robust resource planning strategy to ensure optimal staffing across customer support and care teams, with the support of our finance partners.
• Utilise advanced spreadsheet and data analysis skills to predict demand and allocate resources effectively.
• Collaborate closely with the process and operations team to identify and implement strategies that lower contact propensity, raise automation levels, and reduce handle time.
• Using the above, work with the senior leadership team to create a robust roadmap of improvements for the next 12-18 months.

• Customer Experience and Support Operating Model
• Design and continuously refine the operating model for current and future support experiences, aligning with Moneybox’s customer-centric mission.
• Lead initiatives to streamline workflows, enhance service quality, and ensure that processes are adaptable to future growth and customer needs.
• Develop and implement metrics to measure and improve customer satisfaction, response times, and first-contact resolution rates.

• Cross-Functional Communication and Collaboration
• Serve as an advocate for customer support and care across the organization, ensuring the importance of customer service and experience is communicated effectively to cross-functional teams.
• Work collaboratively with Product, Marketing, and other departments to integrate customer feedback into product enhancements and service improvements.
• Coordinate with the Process and Operations Senior Manager to develop a roadmap that balances customer needs with operational efficiency.

• Data-Driven Insights and Reporting
• You’ll have the support of our Process and Operations Senior Manager, and finance and insight partners to create and communicate strategies according to the data provided.
• You’ll need to:
• Leverage strong analytical skills to generate actionable insights from customer support and care data.
• Create and maintain reporting structures to track team performance, identify trends, and present findings to senior management.
• Use data to inform strategic decisions, focusing on reducing customer contact rates and driving continuous improvement across all areas of customer support and care.

Who you are

• Proven Experience: 5+ years of experience in customer support or customer care senior leadership roles, ideally in a high-growth or fintech environment.
• People Management: Demonstrated ability to lead and inspire large, diverse teams, with experience managing managers and fostering career development.
• Analytical Skills: Highly proficient in spreadsheets, data analysis, and reporting; able to translate data into actionable insights.
• Customer-Centric: Deep empathy for both customers and team members; able to view situations from multiple perspectives.
• Process Improvement: Strong background in operations, process design, and resource planning.
• Collaboration: Exceptional communication skills, with the ability to influence cross-functional teams and champion customer service initiatives.

What's in it for you

• Opportunity to join a fast-growing, award-winning and super ambitious startup.
• 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.
• Competitive remuneration package.
• Opportunity to attend industry conferences and events.
• Gympass subscription.
• Private medical insurance.
• Personal L&D allowance.
• 25 days holiday + bank holidays.