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Moneyfarm
Moneyfarm
51 – 200 Employees
B2CFinanceFintech
Moneyfarm is a fintech and financial services company focused on making personal investing more accessible. Its platform supports investment planning, asset allocation, wealth management, and personal finance, with an emphasis on ETFs and savings. Moneyfarm builds tailored portfolios around individual financial goals and serves more than 80,000 investors, with over £2.2 billion in assets under management. The company’s team operates at the intersection of technology, investing, and consumer financial services.
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Customer Relationship Manager – London Hybrid

Lead Moneyfarm’s London-based customer service team, overseeing service delivery, Salesforce case management and Consumer Duty outcomes. Support digital wealth-management customers across phone, email and chat while improving operational performance.

GBUnited KingdomHybridFull-timeMiddleSeniorEnglish RequiredAccount ManagerSales
Cloud

Description

  • Lead, coach and develop customer service representatives across phone, email and chat through regular one-to-ones and performance reviews
  • Own service-level performance for Moneyfarm’s UK customer base, covering response and resolution times, abandoned calls, callback breaches and ageing cases
  • Maintain clear case ownership from initial contact through resolution, including proactive updates, follow-up and closure
  • Increase case throughput in line with agreed performance targets
  • Maintain Salesforce data quality through accurate case records, duplicate prevention, correct closures and dependable reporting
  • Manage front-office transfers and migrations, including third-party follow-up, customer communication and escalation of delayed cases
  • Plan staffing capacity and rotas for seasonal demand, including ISA year-end and partnership campaign launches
  • Resolve escalated customer issues before they become complaints, then transfer complaints clearly to the Customer Experience Manager
  • Support the UK CSM in raising representative performance and developing expertise in pensions and drawdown or direct investing
  • Bring structured frontline customer insight to product, change and operations forums
  • Follow FCA requirements and company policies covering Consumer Duty, Conduct Rules, vulnerable customers, anti-money laundering, customer identification, data protection and health and safety

Requirements

  • Deliver excellent customer service and personally manage challenging client conversations when needed
  • Have experience supervising, coaching or leading a customer service team, or be a senior practitioner ready to progress through a structured development plan
  • Bring experience from wealth management, investment platforms or digital-first retail financial services
  • Understand ISAs, pension transfers, drawdown and the operational customer journeys involved
  • Show evidence of leading a team through high demand or backlog while improving service levels, supported by measurable results
  • Apply strong operational discipline across workforce planning, rota and shift management, queue management and daily management information
  • Use CRM or case management systems confidently and build and analyse reports from them
  • Communicate clearly in writing and verbally, including during difficult customer conversations
  • Understand Consumer Duty and how to deliver positive customer outcomes in practice
  • Work with initiative and maintain pace in a fast-growing business
  • Have relevant experience managing a small team
  • Have experience using Salesforce, including Service Cloud
  • Have managed a seasonal peak such as ISA or tax year-end
  • Have coached a team through the introduction of documented processes and accreditation

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