Customer Operations - Pensions Executive (London)
Employer: Moneybox
Location: Hybrid - We have a hybrid policy that includes 2 days from our London office and 3 from home. Candidates must be based within the UK.
Working hours: Full time, 5 days per week, 9am – 5:30pm, which will include one weekend day on rotation, typically every 4 weeks.
Salary: £26,000 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
Pensions are one of the most important financial decisions people make, and most people find them confusing, intimidating, and easy to ignore. At Moneybox, our job is to change that and help people cut through the jargon to allow them to reach their financial goals.
As a member of the Pension Operations Team, you'll play a vital role in helping our customers feel genuinely confident about their retirement.
You'll be responsible for onboarding new pension customers while supporting our existing customer base, ensuring that no matter where our customers are on their pension journey, they receive an outstanding experience. This isn't just about processing transfers accurately and efficiently (though that matters enormously) - it's about making customers feel genuinely looked after, informed, and excited about what Moneybox is doing for their financial future.
You'll answer questions from customers, liaise with pension providers, and work with the Retirement Team and wider business to escalate issues and drive improvements. This role sits at the heart of what makes Moneybox special: brilliant operations delivered with a human touch.
What you'll do
Manage the end-to-end pension transfer process for our customers, either via the electronic transfer portal or manually, including processing Letters of Authority and payments - with speed, accuracy and care.
Answer queries from current and prospective Moneybox Pension customers via in-app chat, email and telephone.
Build genuine relationships with customers, keeping them fully informed on the progress of their transfer and helping them to understand and feel confident in the Moneybox pension product.
Proactively reach out to customers at key moments in their pension journey to educate, reassure, and make them feel genuinely looked after.
Liaise with providers via phone or email to follow up on any pending or slow transfers, representing Moneybox professionally and persistently.
Assist customers with locating their lost pensions and utilising our Provider Search tool.
Process cancellation and withdrawal requests.
Capture, review and escalate customer feedback, monitoring through to completion and ensuring both the customer and wider team are updated.
Support the Retirement Product Team with customer initiatives and product development.
Liaise with Investment Operations, Compliance and Retirement Product teams to continuously improve our operational processes.
Contribute to or solely represent the pensions team with company-wide projects.
Support the documentation and feedback of metrics around transfers to allow for constant review and optimisation.
Support other operations and support teams during busy periods or times with low coverage
Working week: 5 days per week, 9am – 5:30pm, which will include one weekend day on rotation, typically every 4 weeks.
Our Customer Commitment
Here at Moneybox, we're here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.
We RAISE the bar with our service....
Relationship:
We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers' wins and aim to provide an excellent standard of service.
Advocacy:
We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.
Integrity:
We work honestly, fairly and with our customer's best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.
Simplicity:
We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.
Expert App Knowledge:
We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.
Who You Are
You'll be great at this job if:
You genuinely enjoy talking to people, not just emailing them.
You're comfortable picking up the phone and having a real conversation.
You notice things others miss - a wrong digit, a missing signature, an inconsistency that doesn't quite add up.
You can explain complicated things simply, without making people feel stupid or overwhelmed.
You don't wait to be told. You see something needs doing, and you do it.
You find genuine satisfaction in a clean queue, a resolved case, and a customer who feels properly looked after.
You're calm under pressure and methodical when things get busy. You don't cut corners when the queue is long.
You care about people's money as if it were your own, because for our customers, their pension is everything.
You're ambitious and want to grow your career at a company that's going places
Experience and skills
Excellent written and spoken English.
Ability to work well both individually and as part of a team.
Good analytical and problem-solving skills.
Great communication and listening skills - including confidence on the telephone.
Meticulous attention to detail.
Previous experience in a customer service and/or operations role is a bonus
A Day In The Life
Every day in the Pensions team has two distinct rhythms. The morning is about precision and efficiency - keeping the engine running. The afternoon is about people.
9:00am - You grab your coffee and get straight into your transfer queue. Overnight, 15 new pension transfer requests have come in. You scan each one carefully - checking names, National Insurance numbers, provider details, and values. Two have discrepancies that need flagging before anything is processed. You note these and move on to the straightforward ones, working through them methodically and accurately.
10:00am - Provider chasing time. Three transfers have been sitting with a ceding provider for longer than they should. You call them, reference the original request date, and professionally push for an update. You're persistent but measured, you recognise that these are relationships that matter. You update the customer records so everything is documented and nothing falls through the cracks.
11:00am - A customer has emailed asking about a withdrawal request they submitted last week. You check the system, see it's in progress, and send them a clear, warm update explaining exactly where things are and what happens next. You really want the customer to feel like someone's actually looking after them.
12:00pm - Lunchtime, and you join your colleagues for a game of darts or a virtual yoga session.
1:00pm - This is where the afternoon shifts gear. You pick up a call from a customer who has three old workplace pensions sitting with previous employers and has no idea what to do with them. You can't give financial advice, but you can help them understand exactly what Moneybox offers, walk them through how pension consolidation works, explain the benefits of having everything in one place, and give them the confidence to make their own decision. By the end of the call, they feel informed, supported, and genuinely excited about what's possible.
2:30pm - You reach out proactively to a customer who started a transfer six weeks ago. Their transfer has completed, their pension is now live on the Moneybox platform, and you want them to know. You send a warm, personal message explaining what they can see in the app, what their money is invested in, and who to contact if they ever have questions. It takes ten minutes. For them, it's the moment Moneybox stops being an app and starts being something they trust.
4:00pm - You work through a batch of Letters of Authority, checking each one carefully before submission. You flag one that has a missing signature and catch it before it causes a delay. You update your notes, close out your tasks for the day, and make sure tomorrow's team knows exactly where everything stands.
5:30pm - Done. You've moved money, built trust, caught errors, and made people feel genuinely looked after. That's the job.
Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
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.
#LI-CS1
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: talent@moneybox.com
If you would rather we did not keep your details on file, you can contact us at: DPO@moneyboxapp.com
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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.
