About this role
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.
What you'll be doing
Customer-facing advice
- Running video consultations, collecting information & establishing customer goals, walking customers through their plan, answering questions and helping them feel confident about their next steps.
- Handle the most complex escalations from the support team — vulnerable customers, customers with multiple pension pots, customers where suitability needs to be carefully assessed, and customers who need to be off-boarded with care.
- Make final calls on whether a customer should be off-ramped from the service, documenting the rationale clearly and ensuring the customer leaves the interaction with a good outcome and a clear next step.
- Respond to customers flagged as insistent, doing the right thing for the customer while protecting them and the firm.
Quality assurance and oversight
- Review engine-generated plans against our suitability standards within the agreed SLAs, signing off plans for release.
- Review flagged customer cases before their plan is released, deciding whether to further fact find, off-ramp or release the plan.
- Carry out QA checks on advice given and calls delivered by other Advisors and on customer interactions handled by the support team, feeding findings into the T&C scheme.
- Own a portfolio of QA themes (e.g. drawdown suitability, vulnerable customer handling) and report findings into governance forums.
Shaping the service
- Provide expert input into the House Rules — the restrictions and parameters that govern what the advice engine can and cannot recommend.
- Work with the Risk & Compliance team on stress testing the advice model, including operational and technological stresses, not just market scenarios.
- Partner with Product on improvements to the fact find, suitability report and Advisor Management System based on what you see in real customer cases.
- Contribute to compliance monitoring activities and represent the advice team in governance and audit meetings as required.
Leadership and development
- Act as the senior technical reference point for Advisors, Paraplanners and Money Guides — the person the team turns to on hard cases.
- Coach and develop less experienced Advisers, including supporting their T&C progression, observing customer calls and providing structured feedback.
- In specific circumstances, the role will include direct line management of 1 or more Financial advisers
- Help shape recruitment, onboarding and ongoing competence frameworks as the team scales.
What we're looking for
Essential
- Diploma in Regulated Financial Planning (QCF Level 4) or equivalent, with significant additional qualifications in pensions — (AF7) or equivalent is required given the drawdown remit.
- Substantial post-qualification experience as a regulated advisor, with a strong track record of delivering retirement and at-retirement advice.
- Deep technical knowledge of UK pensions, drawdown, tax-free cash sequencing, ISAs and the tax treatment of investments and pensions.
- Demonstrable experience of QA, file checking or T&C supervision — you've reviewed other people's advice and can articulate what good looks like.
- Comfortable operating in a restricted advice environment and explaining the boundary between advice and guidance clearly to customers and colleagues.
- Fluent with the Consumer Duty regime and able to evidence good customer outcomes in your day-to-day work.
Desirable
- Chartered or working towards Chartered Financial Planner status.
- Experience working in or alongside an automated or robo-advice environment, or in a hybrid advice service.
- Experience contributing to House Rules, advice models or other forms of advice logic.
How you'll work
The advice service runs in standard UK business hours at launch, with video calls bookable by customers via Calendly and customer chat handled through Intercom. QA huddles, team learning sessions and case discussions.
What’s in it for you?
- Opportunity to join a fast-growing, award-winning and super ambitious company
- Work with a friendly team of highly motivated individuals
- Be in an environment where you are listened to and can actually have an impact
- Thriving collaborative and inclusive company culture
- 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.
Our Commitment to DE&I:
At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential
Working Policy:
We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.
Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Please read before you apply!
Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks. As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance.
By sending us your application you acknowledge and agree to Moneybox using your personal data as described below.
We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.
If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future.
If you would like to reach us then please email: [email protected]
If you would rather we did not keep your details on file, you can contact us at: [email protected]