Moneyfarm este o companie de tehnologie financiară și servicii financiare care se concentrează pe accesibilizarea investițiilor personale. Platforma sa oferă suport pentru planificarea investițiilor, alocarea activelor, gestionarea averii și finanțele personale, cu accent pe ETF-uri și economisire. Moneyfarm construiește portofolii personalizate în funcție de obiectivele financiare ale fiecărui client și deservește peste 80.000 de investitori, administrând active în valoare de peste 2,2 miliarde de lire sterline. Echipa companiei activează la intersecția dintre tehnologie, investiții și serviciile financiare pentru consumatori.
Customer Relationship Manager at Moneyfarm (Hybrid, UK)
Lead customer service teams supporting Willis Owen and Profile Pensions at Moneyfarm. Manage regulated client outcomes, pension and investment journeys, coaching, and service performance.
Descriere
- Lead, coach, and develop customer service representatives across two regulated entities through regular one-to-ones and performance reviews.
- Monitor service-level performance across phone, email, and post, tracking response times, abandoned calls, callback breaches, and aged cases.
- Maintain clear case ownership from initial contact to resolution, including proactive client communication.
- Manage pension transfers, drawdown journeys, ISA transfers, and fund transfers from start to finish, following up with providers and escalating delays.
- Oversee remaining service and data issues from the pension administration migration while maintaining a consolidated view of affected clients.
- Keep back-office and case-management records accurate, with one case maintained for each client issue.
- Process and supervise applications, correspondence, and enquiries within agreed service-level targets.
- Support client retention and product and service promotion in accordance with firm policies.
- Resolve escalated client issues before they become complaints, referring matters to the Customer Experience Manager when appropriate.
- Coordinate capacity across both entities and adjust resources during periods of peak demand.
- Provide structured client insights to product, change, and operations forums.
- Operate in accordance with FCA expectations, Consumer Duty, Conduct Rules, anti-money laundering, customer identification, vulnerable customer, data protection, and health and safety requirements.
Cerințe
- Strong customer service skills, including the confidence to handle challenging client conversations directly.
- Experience supervising, coaching, or leading a customer service team, or readiness to progress from a senior practitioner through a structured development plan.
- Client-facing operational experience within financial services.
- Working knowledge of ISA and fund investments, pensions, transfers, and drawdown.
- Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
- Experience using databases, CRM platforms, or case-management systems, with the ability to create straightforward reports.
- Demonstrated accuracy and the ability to work independently with minimal supervision.
- Practical understanding of Consumer Duty and effective client outcomes.
- Experience working across multiple entities, brands, or platforms.
- Experience using Salesforce.
- Experience supporting a pension administration migration or platform transfer programme.
- Confidence approaching clients to promote relevant products and services.
- Experience planning workforce capacity for seasonal peaks.
Beneficii
- Flexible working arrangements designed to help employees perform at their best.