Senior Coaching & Advice Service Manager

Moneybox

. Lead and grow the Coaches and Advice Coaches team end-to-end .

Posted 10/5/2026full-timeLondon • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer-facing teams within financial services, focusing on performance management, training development, and customer satisfaction. Proficient in utilizing AI and digital tools to enhance customer experiences and ensure compliance with regulatory standards.

Highest-signal resume keywords

Team LeadershipKPI ManagementTraining DevelopmentCustomer Experience ImprovementFinancial Services Qualification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementTraining Development FrameworksWorkforce PlanningCustomer Satisfaction MetricsPerformance ManagementConsumer Duty UnderstandingDigital-First Advice ModelAI-Supported Customer JourneysVideo Calling ToolsCRM Tools

Soft Skills

CoachingSupportCommunicationTeam DevelopmentProblem-Solving

Tools & Technologies

Video CallingIntercomAI ToolsCRM

Certifications & Qualifications

Level 3 Certificate in Financial ServicesRO1RO4Level 4 Qualification in Financial Planning

Industry Keywords

Financial ServicesRegulated EnvironmentCustomer OutcomesConsumer DutyAdvice Coaching

About the role

Key responsibilities & impact

Lead and grow the Coaches and Advice Coaches team end-to-end
Line manage the Coaches and Advice Coaches team, providing day-to-day leadership, coaching and support
Build and own the T&C scheme, including training standards, sign-off criteria and record-keeping
Design development pathways and onboarding plans
Manage performance against KPIs and coach individuals and the team
Support team development plans and career conversations
Own service quality across coaching and advice-service experiences
Ensure good customer outcomes consistent with Consumer Duty
Monitor and report against SLAs and CSAT, identifying trends and acting on them
Feed customer interaction insights to Product, Risk & Compliance, Investment and Advice leadership teams
Own recruitment and build the team pipeline and capability
Build the Adviser & Coach Academy and progression route
Forecast and plan headcount and segmentation by qualification level and conversation complexity
Own and evolve the end-to-end customer experience using video calls, Intercom and AI
Identify and implement AI and automation improvements with Product and Technology
Test and iterate new tools and ways of working
Report directly to the Director of Advice and work with Senior Financial Advisers and the Head of Proposition

Requirements

What you’ll need

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
Experience building training, competence and development frameworks, including onboarding
Experience recruiting and scaling a team, including workforce planning and segmentation by skill level
Comfortable using video calling, CRM and AI tools to improve customer experience
Level 3 certificate in Financial Services (or equivalent), or RO1 & RO4
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
Level 4 qualification in Financial Planning (or equivalent) already attained (desirable)
Experience operating in a digital-first advice or coaching model (desirable)
Experience partnering with Product or Technology teams to design AI-supported customer journeys (desirable)
Background working alongside, or within, a regulated advice team (desirable)
Candidates must be based within the UK
No visa sponsorship is available; overseas applications cannot be considered
Satisfactory pre-employment checks, including criminal record and adverse credit history checks, are required

Benefits

Comp & perks

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
Opportunity to join a fast-growing, award-winning and ambitious company
Friendly team of highly motivated individuals
Collaborative and inclusive company culture