Customer Care Team Lead – FTC, Mat Cover

🕒 June 3

🏢🏡 London – Hybrid

⏰ Full Time

🟠 Senior

💝 Customer Support

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Moneybox

WebsiteLinkedInAll Job Openings

201 - 500 employees

At Moneybox, we help you turn your money into something greater.

📋 Description

• Lead, mentor, and support the progression of Care Executives, ensuring they continue to perform at their best. • Conduct QA checks, deliver feedback, and run targeted training to upskill the wider department in handling vulnerabilities and complaints. • Partner closely with Operations Team Leads, Managers, and the wider Leadership team to align on departmental goals and share best practices. • Review and approve final complaint responses and financial redress drafted by team members, ensuring strict adherence to regulatory standards and FOS guidelines. • Manage the intake, logging, and distribution of incoming complaints to ensure an equitable workload. • Monitor daily and weekly resolution deadlines to ensure zero regulatory or internal breaches.

🎯 Requirements

• Minimum 1+ years of experience in a similar leadership or senior escalated-support role (ideally within Fintech or regulated Financial Services). • Exceptional written and verbal communication, meticulous attention to detail, and strong analytical problem-solving abilities. • Familiarity with FCA guidelines regarding Vulnerable Customers and Dispute Resolution (DISP) is highly advantageous.

🏖️ Benefits

• 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. • Working Policy: We have a hybrid policy that includes 2 days from our London office and 3 from home. • Visa Sponsorship: At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications. • Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks.