Member Services Specialist
Employer: My Money Matters
Location: Remote-first (UK only) — applicants must be based in the UK
Working hours: Full time
Salary: Starting from £26,250 per annum, depending on experience
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Remote-first
We're My Money Matters – on a mission to make everyone feel confident and in control of their finances so they can achieve their life goals faster.
Most people feel out of their depth with money. We solve this through expert financial guidance, smart goal-planning tools, and exclusive products – helping people save for a first home, boost their pension, or plan for retirement.
We're already a trusted partner to major employers like the NHS, and we're scaling fast.
The role
To support the Member Services team and members by answering queries via telephone calls, emails and live webchats.
Your core responsibility will include:
Managing customer enquiries by telephone, email and live chat, maintaining high levels of customer satisfaction.
Efficient management of back-end systems to effectively monitor and manage all ongoing and unresolved queries.
Managing customer complaints and coming to an effective resolution, escalating as appropriate.
Processing and administration of customer data in accordance with specific guidelines, maintaining attention to detail and ensuring deadlines are met.
Preparation and compilation of standard reports and daily records and the maintenance of CRM system, reporting issues and ensuring that solutions are developed.
Assisting the team with the administration of project plans and activities, working collaboratively with colleagues to support and implement deliverables within agreed timescales.
Liaising with partner organisations and external providers, developing, and maintaining relationships to ensure a compliant and professional service is provided.
The right person
Knowledge of the current Local Government Pension Scheme legislation, including Additional Voluntary Contributions.
Excellent written and verbal communication skills. Strong team player with a willingness to collaborate to achieve solutions.
Ability to prepare and format reports, daily records and process data.
Organised with a high attention to detail. Self-motivated and ability to prioritise busy workload in a fast-paced environment.
Good team player with a willingness to collaborate to achieve solutions. Flexible and willing to develop skills across different operational activities.
Competent computer skills including MS Office: Word, Excel, PowerPoint and Outlook. Zoho CRM & Projects.
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