Support Team Senior Manager

Join MoneyBox as they are looking for a Support Team Senior Manager

Moneybox is helping our customers grow their money into something greater, and our Support Team are right at the heart of that. When customers have questions, our team pride themselves on getting the question resolved quickly and accurately, in a way that leaves our customers feeling looked after and part of our wider Moneybox community! 

We’re looking for an experienced and passionate leader for our Moneybox Support Team. This role will be the main point of contact for the team and owner of initiatives within it, with scope to progress to a Head of Team role if successful. 

The team has grown incredibly quickly over the past couple of years, and our focus is now on refining processes and increasing efficiencies whilst continuing to excel in the experience for both our customers and the team. Promoting our brand and the Support Team are also at the forefront of our priorities for this role.

You’ll manage a group of 4-6 Support Supervisors and Managers, who in turn manage teams of 5-8 Support Executives, working at the front line of serving our customers. In doing so you’ll coach the Supervisors so they continue being incredible leaders and role models for their teams. You’ll also work with our Support Operations  Managers on continuing to improve the resources, onboarding, customer outreach and rota management.

A passion for customer service is key for this role, as well as a strong analytical mindset to help us drive efficiencies in the area. You should be confident liaising with other leaders in the business to ensure we are delivering the roadmap and able to support our team and customers with any new features or products.

What you'll do

Reporting directly to the Head of Customer Operations, the remit of the role can be split into two areas: managing the Support Team; and delivering against our Support Team goals.  

Managing the Support Team:As leader of this team your day-to day will involve supporting all Support Team members by:Team management: You’ll directly manage Supervisors and Managers within the team, coaching them as great leaders and being a role model for the wider teamEscalation point: You’ll be the highest point of contact for any escalations neededTeam well-being: Working closely with our HR partners you’ll ensure the teams are happy and healthy and their progression is well thought throughRegulatory responsibilities: As a key manager within a regulated business, you’ll work to ensure all compliance rules and guidance are followed within your teamsFinally, you’ll own your team’s budgets and forecasts

Delivery of Support Team goals

Working closely with the Senior Manager of Customer Ops and the Support Team Supervisors, you  will be responsible for delivering projects in the following areas, as well as creating business cases for new initiatives:Team Happiness and Progression: Keep the employee experience within the Support Team a great one. You’ll own our internal ESAT figures and work closely with the People team on initiatives to keep them high.Customer Happiness: Helping our customers is  key to our brand promise and we want to ensure we’re excelling in that area. You’ll own our chat CSAT figures and work to improve them, as well as other service health metrics.Efficiency and Process management: You’ll look for ways to optimise processes, finding ways for us to serve customers quicker, as well as reduce our overall cost to serve at no detriment to service or team happiness.Roadmap Delivery: Moneybox has some big plans for the coming years and our Support Team need to be as up to date as possible with our new features and products so that they can help our customers. You’ll also ensure that customer insight gets fed back into the teams that are building those features and products.

Who you are

An experienced team manager with a proven track record of making improvements and changes in both their team and the company’s best interests Someone with a strong background in coaching other leaders and managersAn open minded person, keen to dive into an existing team with set procedures, but confident enough to quickly find new opportunities for improvements and changeHas a genuine interest and passion for great customer service and driving the team’s profile within the business and beyondAn inclusive manager, excited to work with a diverse team and build on the great work they’ve achievedNaturally personable, great communicator who has a passion for their work and the people they work with Excited about being part of a fast-growing company that’s trying to make a positive mark on the world 
Knows have to have fun whilst maintaining a professional outlook

Experience and skills

Demonstrated experience managing and scaling either a large team, or one in a similar sectorExperience managing both office-based and remote staffConfident with numbers and excelAble to present ideas clearly and persuasively to both Senior Managers and the Support TeamProven experience of the HR “basics” – disciplinaries, grievances, absence management, etc.Great communication and listening skillsEngaging training delivery and presentation skillsFluency in EnglishAbility to work independently with minimal guidance

What's in it for you?

Opportunity to join a fast-growing, award-winning and super ambitious startupWork with a friendly team of highly motivated individualsBe in an environment where you are listened to and can actually have an impactThriving collaborative and inclusive company cultureCompetitive remuneration packageCompany Share optionsOpportunity to attend industry conferences and eventsCycle to work scheme Gympass subscriptionSubsidised private medical insurance Enhanced parental pay & leave Personal L&D allowance AND full access to Udemy 25 days holiday + bank holidays 

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