Senior Coaching & Advice Service Manager
New
M
MoneyboxFinancial advice
Hybrid or Remote within the UKFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- CRM
Requirements
- Proven experience leading a customer-facing team in financial services or a similarly regulated environment.
- Track record of managing KPIs, SLAs and customer satisfaction metrics using a data-driven approach.
- Experience building training, competence and development frameworks, including onboarding, for a growing team.
- Experience recruiting and scaling a team, including workforce planning and segmentation by skill level.
- Comfort using technology, including video calling, CRM and AI tools, to improve customer experience.
- Level 3 Certificate in Financial Services (or equivalent), or RO1 and RO4.
- Commitment to working towards a Level 4 qualification if not already attained.
- Strong understanding of Consumer Duty and good customer outcomes.
- Desirable: Level 4 qualification in Financial Planning (or equivalent).
- Desirable: Experience in a digital-first advice or coaching model, partnering with Product or Technology on AI-supported journeys, or working alongside a regulated advice team.
Responsibilities
- Lead and line-manage the Coaches and Advice Coaches team, providing day-to-day leadership, coaching and support.
- Build and own the team’s training and competence scheme, including standards, sign-off criteria and record-keeping.
- Develop onboarding plans and progression pathways for new and existing team members.
- Manage performance against KPIs and coach individuals and the team to improve outcomes.
- Own service quality and ensure good customer outcomes consistent with Consumer Duty.
- Monitor and report on SLAs and customer satisfaction scores, identifying trends and acting on them.
- Recruit and scale the team, and forecast headcount and segmentation against demand.
- Build the Adviser & Coach Academy and progression route from Coach to Advice Coach to Financial Adviser.
- Improve the customer experience using video calls, Intercom and AI, working with Product and Technology to implement tools.
- Feed customer interaction insights back to Product, Risk & Compliance, Investment and Advice leadership.
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