Head of Customer Support – Care

Moneybox

Head of Support & Care leading customer support, complaints, vulnerable-customer care and training at Moneybox wealth management platform. Building scalable operations through data, AI and automation.

Posted 8/18/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer support functions, focusing on developing high-performing teams and driving continuous improvement through data-driven strategies and operational excellence. Skilled in managing customer outcomes and compliance within regulated environments, ensuring a customer-centric approach to service delivery.

Highest-signal resume keywords

Customer Support LeadershipOperational LeadershipContinuous ImprovementData-Driven Decision MakingTraining and Onboarding Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service Operating ModelsProcess RedesignAutomationAI UtilizationPerformance Metrics AnalysisResource DeploymentRisk ManagementCompliance StandardsCustomer Experience ImprovementStrategic Operational Mindset

Soft Skills

CollaborativeAnalyticalResilientCommercially MindedPragmatic

Industry Keywords

Financial ServicesRegulated EnvironmentCustomer CareVulnerable CustomersComplex Customer Needs

About the role

Key responsibilities & impact

Lead Support, Care and Training & Onboarding teams, setting direction, accountability and leadership development
Build and deliver a 12 to 18 month Support & Care strategy with clear priorities and measurable outcomes
Deploy people and capacity effectively to meet customer demand and service expectations
Own customer outcomes across everyday service, complaints, vulnerable customers, bereavements and complex needs
Transform onboarding, training and capability development using data, technology and new approaches
Use data, AI and automation to simplify work, reduce avoidable contact, improve service speed and increase productivity
Maintain oversight of customer and operational risk, compliance standards and controls
Advocate for customers and collaborate with Product, Engineering, Compliance and other teams to improve the end-to-end customer experience
Ensure customer insight drives improvements across the wider business

Requirements

What you’ll need

Proven track record leading customer support functions that deliver outstanding customer experiences
Experience in financial services or another regulated environment
Strong people and operational leadership experience across customer support or customer operations
Experience developing managers and building resilient, high-performing teams
Experience deploying resources effectively to meet customer demand and service expectations
Experience designing and evolving customer service operating models
Experience driving continuous improvement, including process redesign, automation and effective use of AI
Skilled in using data and performance metrics to drive accountability, service quality, productivity and efficiency
Experience improving training, onboarding and capability development
Experience leading or overseeing Customer Care, including complaints, vulnerable customers and complex customer needs
Sound judgement in managing customer and operational risk, compliance obligations and escalation
Strategic operational mindset balancing long-term vision with day-to-day execution
Customer-focused, commercially minded, analytical, data-driven, resilient, pragmatic and collaborative
Ability to develop strong managers, build inclusive high-performing teams and influence senior stakeholders

Benefits

Comp & perks

Hybrid working policy: 2 days from the London office and 3 days from home
Equal opportunity and workplace inclusion, diversity and equity support
Reasonable adjustments available during recruitment
Pre-employment checks conducted as part of the offer process