Job description
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.
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’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.
Working hours
- Five days per week (Monday - Friday), 9am to 530pm, with overtime hours available.
- There may be occasional requirements to work on bank holidays, depending on business needs. These will be communicated on a case-by-case basis with due notice.
- Hybrid work arrangement (2 days in London office, 3 days from home) or fully remote within the UK
Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
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Please read before you apply!
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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.
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 rather we did not keep your details on file, you can contact us at email: [email protected]
Your application will be subject to criminal record and adverse credit history checks (such as CCJs, IVAs and bankruptcy). 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.
