Customer Relationship Manager, Willis Owen and Profile Pensions

We are a rapidly growing pan-European digital wealth manager, serving over 170,000 active investors with over £7.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London.

With a team of 220+ people across 4 offices in Italy and the UK, we are proudly backed and funded by major partners including Poste Italiane, Cabot Square Capital, United Ventures, and Allianz.

Our vision

Our vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time.

Our Core Values:

We’ve built our business on three Principles:

• Relationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else.
• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream

What this means in practice:

At Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact.

Our diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions — it’s our competitive edge. We value people for who they are and their unique strengths: that's why we offer flexible ways of working to support them in doing their best work.

About the role

This is a new first-line management role leading the Willis Owen and Profile Pensions customer service teams, created as part of a redesign of our UK customer service function.

You own day-to-day service delivery for the 2 regulated entities, across phone, email and chat, and you lead the people who deliver it. That means two things in equal measure: a service standard that is defined, measured and reported, service levels, throughput, quality and customer outcomes; and a team where every representative has objectives, a personal development plan, accreditation across all three of our books and a visible route to the next grade. Managing the individual and the team to achieve excellence in good customer outcomes is key. 

You will work in a management team, alongside you sit a second Customer Relationship Manager covering Moneyfarm, and a Customer Experience Manager who owns complaints, root cause, and the voice of the customer.

The partnership with the Customer Experience Manager is central: they find what is going wrong for customers, and you turn it into coaching, process and behaviour/culture. Good customer outcomes under the Consumer Duty are something you must evidence.

This is a hands-on role.

Key Responsibilities

• Lead, coach and develop customer service representatives across two entities, holding a regular one-to-one and performance review cycle for each.
• Own service level attainment across telephone, email and post for both books, and report daily on response times, abandoned calls, callback breaches and aged items.
• Enforce single case ownership. Every case has a named owner from first contact to resolution, and that owner keeps it, including while it sits with a third party, with a proactive update cadence to the client.
• Own pension transfers, drawdown journeys and ISA and fund transfers end to end in the front office, including proactive chasing of ceding schemes, platforms and the pension administrator, and escalation when cases stall.
• Manage the residual service and data issues arising from the pension administration migration, and maintain a single view of affected clients.
• Ensure back office and case management systems are updated accurately with all client contact, and that there is one case per client issue.
• Process and oversee applications, correspondence and queries within agreed service level agreements, and maintain accurate monitoring records.
• Support client retention and the proactive promotion of products and services, in line with the firm's rules on what may and may not be said to clients.
• Resolve escalated client issues before they become complaints, and hand over to the Customer Experience Manager cleanly when they do. You do not investigate complaints about your own team.
• Plan capacity across both entities and flex resources into the Moneyfarm book at peak, and draw on it when the Willis Owen or Profile Pensions book spikes.
• Contribute client insight to product, change and operations forums in a structured way.
• Work in line with FCA expectations and rules by working to the company's compliance policies and procedures. This means: adherence to the Consumer Duty and the Conduct Rules; adherence to company AML process; adherence to company customer ID check process; adherence to the company's vulnerable customer standard; adherence to company data protection process.
• Comply with the Health and Safety at Work Act 1974, which means adherence to company policies and standards.

Essential

• Excellent customer service, with the ability to handle a difficult client conversation personally.
• Experience supervising, coaching or leading a customer service team, or a senior practitioner ready to step up with a structured development plan.
• Experience in the financial services industry, in a client-facing operational role.
• Product knowledge of ISA and fund investments, and of pensions, transfers and drawdown.
• Microsoft applications: Word, Excel, Outlook and PowerPoint.
• Experience of working with databases, CRM or case management systems, and confidence building simple reporting from them.
• Proven track record for accuracy, and the ability to work with little or no supervision.
• Understanding of the Consumer Duty and what good client outcomes look like in practice.

Nice to have

• Experience across more than one entity, brand or platform.
• Experience of Salesforce.
• Experience of a pension administration migration or a platform transfer programme.
• Ability to approach clients to promote products and services confidently.
• Experience of workforce planning through a seasonal peak.