Customer Care Executive (London)
Employer: Moneybox
Location: This is a hybrid role - 2 days from our London office and 3 from home.
Working hours: Monday - Friday, 9:00am - 5:30pm
Salary: £27,000 per annum
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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 over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.
Job brief
Moneybox Customer Care Executives are our complaint handler and vulnerability specialists. They work within our dedicated Customer Care team and focus on escalations and specialised service within our wider customer operations and support department. Members of this team focus on helping customers experiencing vulnerability, resolving complaints and escalations, and also with any more difficult customer situations such as bereavements.
Executives report to our Customer Care Team Lead, and work across all key areas of Customer Care. It’s therefore really important they know the full details of the Moneybox products and services, to be able to deliver customer care in the best way. We’re looking for an organised, proactive, empathetic individual with a mature approach, passionate about advocating for customers’ best interests, and prepared to have occasionally difficult conversations.
Customer Care is a small (but mighty!) team and so regular collaboration across all of our customer-facing teams is a key needed skill. Members of the team often work on initiatives to improve the service in the area, adapt to regulatory changes, and create efficiencies and customer satisfaction improvements.
What you’ll do
This role will be responsible for but not limited to the following areas:
Addressing Customer Complaints:
Ownership of a subset of ongoing customer complaints to review, determine and deliver outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes.
Speaking with customers at the outset of their complaint both on the phone and in writing in order to gather all information.
Delivery of the final conclusion of the complaint to the customer.
Working with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement.
Clearly record and report outcomes and trends.
Take part in initiatives to improve customer service and efficiency within the complaints area
Supporting Vulnerable Customers:
Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication.
Knowing the framework for all of our products and services and how vulnerability escalations can be created and acted upon.
Providing updates and clear metrics on trends.
Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers.
Handling Bereavements:
Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times.
Working with the wider team on improvements that could aid streamlining in this area to help create great customer outcomes.
Collaborating with Teams:
Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience.
Anything else:
Please note that as a part of all areas above, answering or making phone calls to these customers is considered part of the role
We’d like you to retain your product and technical knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer customers with full context.
Who you are
You’re ready for the challenge of working within a new team, and prepared to work with many stakeholders, as well as autonomously
You’re able to pick up and adapt to existing processes, as well as provide focused ways to improve them
You are passionate about improving customer experience within Moneybox, especially with reference to complaints and vulnerable customers
You work to encourage and promote diversity within the team and provide an open and transparent environment
You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open-mind
You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
You’re communicative and able to argue for your ideas appropriately and professionally
You value constructive feedback and is able to see it as a chance for improvement to better your skills
You’re a confident and friendly individual who is able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company
Experience and skills
Excellent Communication Skills: You have strong written and verbal communication skills, and can adapt your communication style to different situations and audiences.
Empathy and Compassion: You are empathetic and compassionate, and can build relationships with customers, especially those in vulnerable situations. You’re able to empathise with complaints and help to de-escalate where possible.
Demonstrated maturity and professionalism, with the ability to handle and discuss difficult or sensitive topics with empathy and discretion.
Problem-Solving Skills: You can analyze problems, identify root causes, and develop effective solutions.
Time Management and Organization: You can manage your time effectively, prioritise tasks, and meet deadlines.
Adaptable and Proactive: You’re ready to work in a new team, adapt to existing processes, and suggest improvements.
Relevant Experience: You have at least 1 year of experience in a customer service, complaints handling, or customer care role, preferably within financial services.
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
Competitive remuneration package
Company pension scheme
Company bonus scheme
Hybrid working environment
Home office furniture allowance
Personal Annual Learning and Development budget
Private Medical Insurance
Health Cash Plan (cashback on visits to the dentist & opticians etc)
Cycle to work scheme
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.
This is a hybrid role. Our office is in London, by the Oxo Tower
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.
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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 over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.
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