Customer Operations Executive

Moneybox wants to help a generation invest in their future. As part of this mission, our Customer Operations team work to make it quick and easy to transfer your existing ISA/LISA products into the Moneybox app and help our customers use their Lifetime ISA to buy their first home. As a member of the Customer Operations team, you’ll be instrumental in helping our customers get set up and making sure their experience is a great one!

You’ll be answering questions from customers, calling providers, liaising with solicitors, and constantly feeding back to the Product Team with any improvements that can be made to the process. In addition, you’ll be helping our Support Team with any extra administration for customers’ accounts.

What you'll do

Support customers who are buying their first home by processing their withdrawal request and communicating with their solicitor to ensure the process is smooth. Communicate with customers on any queries that they have and keep them fully informed on their transfer status and liaising with providers to follow-up any pending or slow transfers. Constantly review all operational processes to look for areas of improvement and work with the relevant team to ensure that the customer experience is always the best it can be. Assist with the documentation and feedback of metrics around transfers to allow for constant review and optimisation. Support and manage internal operational projects. Provide support to other teams in the department during busier periods Working days: Five days per week (9am-5:30pm) which will include one weekend day on rotation.

Who you are

A driven, ambitious individual who’s looking to build their career at an exciting and  fast-growing company. Someone with an analytic approach and problem-solving attitude to help make sure all customers’ transfers are completed from beginning to end. Able to communicate sometimes complex concepts to customers in a friendly manner. Similarly, able to convey a professional and persistent approach with existing providers. A naturally personable, great communicator who has a passion for their work. Knows how to have fun whilst maintaining a professional outlook.

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 Meticulous attention to detail. Previous experience in a similar customer service and/or operations role is a bonus. #LI-CS1

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 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. 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. 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. We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.  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.