Senior Coaching & Advice Service Manager

Role Overview:

• Lead Moneybox's team of Financial Coaches and Advice Coaches, delivering a shared service for customer coaching and regulated advice.
• Report directly to the Director of Advice and collaborate with the wider Advice leadership team.

Key Responsibilities:

• Manage day-to-day people leadership, competence, and performance, including T&C scheme ownership.
• Design development pathways and onboarding plans to scale the team and support progression toward Financial Adviser roles.
• Own service quality, SLAs, CSAT, and use data and technology to continuously improve customer outcomes.

Requirements:

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.
• Strong understanding of Consumer Duty and a genuine instinct for good customer outcomes.
• Comfortable using technology, including video calling, CRM, and AI tools, and confident in driving innovation.

Benefits:

• 25 days holiday plus bank holidays, with additional days added with length of service.
• Private medical insurance, health cash plan, pension, bonus scheme, and annual learning budget.
• Remote working with a hybrid policy of 2 days in the London office and 3 days from home.