Senior Coaching & Advice Service Manager - (Remote)

About Moneybox: At Moneybox, our mission is to give everyone the means to get more out of life. We’re guided by our belief that wealth isn’t about the money, it’s about the means to more: more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping nearly two million people build wealth throughout their lives, whether they're saving and investing, buying their first home, or planning for retirement. And now Moneybox is building the means to help more people in more ways - through personal financial advice. We believe that great advice should be available to everyone, at every stage of life, and that technology can help us deliver it with the care, clarity and accountability people deserve. We're building a new kind of advice service from the ground up, and the people who join us now will help shape how millions of people plan for their future. The Senior Coaching & Advice Service Manager leads Moneybox's team of Financial Coaches and Advice Coaches — the shared service that gives customers a human relationship alongside our digital capability, whether they're being coached through a non-advised decision or guided through our regulated advice journey. This is a deliberately shared service. Coaches provide non-advised coaching to customers on behalf of Digital Moneybox Limited, segmented by conversation complexity and qualification level; Advice Coaches support customers through our regulated advice journey, and can flex into coaching activity based on capacity. You'll own the team, its competence and quality standards, and how technology — including video calls and AI — supports every customer conversation, before, during and after the call. You will report directly to the Director of Advice, working closely with the Senior Financial Advisers and the Head of Proposition across the wider Advice leadership team. What you'll be doing You'll lead and grow the Coaches and Advice Coaches team end-to-end — from day-to-day people leadership and competence, through to the technology and processes that shape the customer experience they deliver. Team leadership & competence • Line manage the Coaches and Advice Coaches team, providing day-to-day leadership, coaching and support to a growing group of customer-facing colleagues. • Build and own the T&C scheme for the Coaches and Advice Coaches team — training standards, sign-off criteria and record-keeping — working in partnership with the Director of Advice, who holds overall T&C oversight, so every Coach and Advice Coach is signed off for the conversations they're qualified to have. • Design and build out development pathways and onboarding plans as the team scales, giving new joiners a fast, confident ramp and existing team members a clear route to progress. • Manage performance against KPIs, coaching individuals and the team as a whole to consistently strong outcomes. • Support team development plans and career conversations, including the natural progression from Financial Coach through Advice Coach towards a Financial Adviser pathway. Customer outcomes & quality • Own service quality across both the coaching and advice-service experience — the standards the team is held to, and how consistently they're delivered. • Ensure the team delivers good customer outcomes consistent with Consumer Duty, across both non-advised coaching and advice-service support. • Monitor and report against agreed SLAs and customer satisfaction scores (CSAT), identifying trends early and acting on them. • Feed insight from customer interactions back to the wider Moneybox team — Product, Risk & Compliance, Investment and the Advice leadership team — to drive continuous improvement. Growing the team • Own recruitment for the Coa