Senior Coaching & Advice Service Manager - (Remote)
About Moneybox:
At Moneybox, our mission is to give everyone the means to get more out of life. We’re guided by our belief that wealth isn’t about the money, it’s about the means to more: more freedom, opportunities, possibilities, and peace of mind.
Moneybox is an award-winning wealth management platform, helping nearly two million people build wealth throughout their lives, whether they're saving and investing, buying their first home, or planning for retirement.
And now Moneybox is building the means to help more people in more ways - through personal financial advice. We believe that great advice should be available to everyone, at every stage of life, and that technology can help us deliver it with the care, clarity and accountability people deserve.
We're building a new kind of advice service from the ground up, and the people who join us now will help shape how millions of people plan for their future.
What you'll be doing
You'll lead and grow the Coaches and Advice Coaches team end-to-end — from day-to-day people leadership and competence, through to the technology and processes that shape the customer experience they deliver.
Line manage the Coaches and Advice Coaches team, providing day-to-day leadership, coaching and support to a growing group of customer-facing colleagues.
Build and own the T&C scheme for the Coaches and Advice Coaches team — training standards, sign-off criteria and record-keeping — working in partnership with the Director of Advice, who holds overall T&C oversight, so every Coach and Advice Coach is signed off for the conversations they're qualified to have.
Design and build out development pathways and onboarding plans as the team scales, giving new joiners a fast, confident ramp and existing team members a clear route to progress.
Manage performance against KPIs, coaching individuals and the team as a whole to consistently strong outcomes.
Support team development plans and career conversations, including the natural progression from Financial Coach through Advice Coach towards a Financial Adviser pathway.
What we're looking for
Proven experience leading a customer-facing team in financial services or a similarly regulated environment.
Track record of managing to KPIs, SLAs and customer satisfaction metrics, with a data-driven approach to improving them.
Experience building training, competence and development frameworks for a growing team, including onboarding.
Experience recruiting and scaling a team, including workforce planning and segmentation by skill level.
Comfortable using technology — including video calling, CRM and AI tools — to improve customer experience, and confident identifying where new tools should be introduced.
Level 3 certificate in Financial Services (or equivalent), or RO1 & RO4, with a genuine commitment to working towards a Level 4 qualification if not already attained.
Strong understanding of Consumer Duty and a genuine instinct for good customer outcomes.
What's in it for you?
Opportunity to join a fast-growing, award-winning and super ambitious company
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
Company pension scheme
Company bonus scheme
Home office furniture allowance
Personal Annual Learning and Development budget
Private Medical Insurance
Health Cash Plan – cashback on everyday healthcare like dental and opticians
Cycle to work scheme – spread the cost of a new bike and accessories
CycleSaver – save on bike-share subscriptions and have a more sustainable commute
Wellhub subscription to a variety of gyms and wellbeing apps
Enhanced parental pay & leave
25 days holiday + bank holidays with additional days added with length of service.