Job description
To support our growth, we’re looking for someone to join our Support team and to ensure that Moneybox continues to be known for taking pride in supporting and delighting both existing and potential customers. We want to go above and beyond wherever we can and ensure that using the service is a great experience. We’re specifically looking for a small team to be online and available for our customers outside of our key hours, helping to identify any issues and provide any support for escalated queries over this time.
What you’ll do
- Interacting with current and potential customers through Intercom and phone to address any queries they have and provide great customer service.
- Working alongside the Operations and Compliance team to ensure a great customer experience.
- Providing key feedback to Team Leads and managers on key customer queries and issues.
- Looking for ways to go above and beyond to provide a great service and experience for our customers.
- Raising awareness of our mortgage advice service to help customers on their home-buying journey.
- Understanding the wider Moneybox roadmap and direction, helping to feed into this.
- Problem solving and triaging - as a member of the Sunrise team there’ll be times with limited technical support to resolve your queries.
- Be self motivated; you’re able to stick to productivity and quality targets even when working unsupervised.
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 customers 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
A driven, ambitious individual who’s looking to build their career at an exciting very- fast-growing company.
Naturally personable, great communicator who has a passion for their work and the people they work with.
Excited about being part of a fast-growing company that’s trying to make a positive mark on the world.
Interested in savings and investments personally, with a desire to gain even more knowledge in both of these areas.
Knows how to have fun whilst maintaining a professional outlook.
Working days: Five days per week Monday - Friday, no weekends. Shifts are 13.30 - 22:00 (some flexibility is available here should you need it), Additional overtime hours are also available. Please note that during your training period hours will be 9am - 5:30pm
Experience and skills
- Excellent communication skills
- Ability to work well both individually and as part of a team.
- Experience working to metrics in a contact center environment.
- Good analytical and problem solving skills.A ‘high-output do-er’ with a desire to work in a fast-paced, fast-changing startup environment.
- Able to confidently prioritise tasks, identify patterns and work independently.
- Direct experience with Intercom.
Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Please read before you apply!
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.
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.
