Customer Care Executive

As an Executive within the growing Customer Care team you’ll play a crucial role in providing exceptional service for our customers who require additional support for us, whether that’s an escalation in their query or due to their personal circumstances. Once onboarded, you’ll be confident dealing with difficult, or sensitive customer situations and eager to gain further skills here.

What is the customer care team?

The Customer Care team is responsible for supporting and advocating for our customers who require specialised expertise. They oversee the complaints handling process across the department, taking on many of the tasks themselves, and advising in other cases. 

Alongside the complaints, ‘Vulnerable Customer Operations’ also sit with this team. They’re responsible for training and oversight of our team members in terms of both interactions and escalations with vulnerable customers. Finally, bereavement cases also sit within this team. 

The team provides both effective training and oversight, as well as clear and accurate reporting of metrics to be able to demonstratively be making improvements for our customers, the team, and the business across all areas. They utilise existing metrics and reporting processes, incorporate new ones, and undertake Quality Assurance checks regularly. 

With overview and management of all of the above processes, this team works to ensure that customer interactions with reference to them is consistently improved, and in a way that is advocating for them. This includes departmental training sessions, as well as Moneybox-wide discussions, feedback and training. You’ll also conduct external research and interaction, to ensure we’re always at the forefront of Fintech capabilities within the teams. 

As an Executive within the team, you’ll be responsible for some of the processes outlined, aided by your Team Leader who will help to support and guide you.

What you'll do

Interacting with current and potential customers through Intercom and phone to address any queries they have. Interacting with the Operations and Compliance team to ensure a great customer experience. Interacting with the Product team to continually improve the customer experience. Look for ways to go ‘above and be This role will be responsible for but not limited to the following areas: Working on a proportion of summary complaints as they come in to help resolve customer escalations  Work with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement Initiatives to improve key metrics including *summary resolution rate*, *overall EMI:Complaints rate* and *CSAT* with complaints ongoing - including, but not limited to, phone calls, team feedback, training, product feedback, etc.  Wider company and team understanding and acknowledgement of the area Working in the Intercom VC queue to ensure all messages are being answered as/how appropriate  Helping to work on new initiatives cross-functionally to be a ‘customer care voice’ when rolled out Improvements: Work within the Accessibility forum to keep driving change and improvements within the app, operational models, and initiatives to benefit our most vulnerable customers.  Answer and action all incoming bereavement cases Ensure we have a best-in-class empathetic service surrounding this process 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 Intercom 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

Great written and verbal communication skills Strong analytical and problem-solving skills Ability to understand complex processes and able to explain them clearly to customers and team members Meticulous attention to detail Great time management skills  Relevant experience in a similar role Internal hires: This role is available to all current executives within the existing teams. External hires: Minimum 1+ years of experience in a similar role #LI-CS1

Working hours

Five days per week which will include weekend days in a rotational system. Shifts are 9 am – 5:30 pm. Additional overtime hours are also available.  This role can be fully remote within the UK or hybrid (2 days in the London office per week) Please note that the tax year black out for this role would be the month of April.

Visa Sponsorship:

At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

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 removed - click apply for more details]

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.