Do you have a genuine passion for customers, and for creating an incredible client experience? Are you interested in the world of start-ups, investments and improving the lives of entrepreneurs and innovative businesses? Are you a passionate learner, who is excited to join a young and dynamic team that every day works with retail investors who are supporting entrepreneurs? If you resonate with our values – this could be the right role for you!
We are looking for a Customer Service Executive to join our growing international Client Operations team. This will be a challenging and rewarding role that offers an experienced customer service candidate an incredible place to further develop their skills in the world of Investor Operations. You will be the first point of contact for investors and small business owners all over the UK, France, Spain, the Nordics and beyond. You’ll show a high level of empathy in listening to Crowdcube clients, and be excited to learn about the world of investor operations.
We are looking for someone who has great language skills and is fluent in both English and either French or Spanish.
Who we are:
As a leading European retail investment marketplace, Crowdcube raises finance for Europe's hottest high-growth businesses by giving investors the opportunity to back businesses they believe in. Having amassed an investor community of over 1 million people, which has funded over 1,000 businesses, Crowdcube was named the most active investor in private equity in 2020.
Crowdcube was inspired by an unshakable belief in entrepreneurs that dream big, push at the edges and want to make a difference. Our mission is to democratise investment, helping to fuel the next generation of business who want to leave a mark on the world.
Since founding in 2011, we’ve successfully funded over 1,000 campaigns with brands from across the globe, such as Monzo, Brewdog, Grind, Cowboy, Mintos and what3words.
Day to day you will:
Work as part of a young and dynamic team that is responsible for engaging with, and delighting, Crowdcube’s investor customers
Ensure that customers are provided with a first class, professional and understanding customer service
Provide all types of investor services for investors on Crowdcube - for example:
Address all queries investors may raise during their investment journey
Take payments from all investors and help investors resolve payment failures
Address investor queries, including post-funding queries that relate to investment, transfers, Tax Relief and other corporate actions
Empathise and problem-solve with different types of customers each day
Work with and support the Client Experience and Investor Operations teams to improve the Crowdcube investor offering including:
Find new ways to delight Crowdcube customers each day
Improve the speed and efficiency of dealing with investor queries
Provide reports on team performance to be reviewed periodically
Challenge the improvements to investor product features
Work with the relevant product teams to identify and contribute to implementing internal process improvements
Ideally you will:
Have at least 2 years of experience in a similar role within a financial services firm or providing services to a similar firm
Have great language skills and be fluent in English and either French or Spanish to mother tongue standard
Experience within an Investment firm that operates in a similar field to Crowdcube (though this is not essential)
Excellent customer service skills
Prior experience using an online customer service software
Ability to communicate complex issues in a clear way
Meticulous attention to detail
Extremely organised with the ability to prioritise your own workload and manage your own time effectively
Adaptability in the face of changing and short-notice deadlines
Proven knowledge of MS Office and/or Google Apps for work.
An organised and enthusiastic approach to answering investor queries and making a real difference to the experience investors have with Crowdcube
What we are offering:
We like to nurture talent and ensure members of our team develop and hone their skills through training, attending conferences and subscriptions to online courses. We’re passionate and hard-working, and we take care of our team:
£27,000 - £30,000 DOE
Participation in the employee share option plan (subject to the prevailing company policy at the time)
25 days holiday + bank holidays + holiday for tenure
Pension Scheme at 4% matched (UK Residents Only)
Private Medical Scheme with AXA including dental and optical cash plans (UK Residents Only)
Access to Plumm, a mental health platform
Life Assurance Scheme (UK Residents Only)
Access to Sunlight - a learning & development platform with a £1000 training and wellness budget per year
Cycle to Work Scheme (UK Residents Only)
Weekly demos to show what we're working on, monthly team meetings
Company perks such as fruit, snacks, fitness classes and weekly office beers
Company outings and activities (previous fun included a trip to a gin distillery, karaoke, charity football match, Square Mile Relay, bowling and a day at River Cottage)
**benefits to be confirmed depending on location - please ask for more information**
Our interview process typically consists of an initial phone screen, an interview with the hiring manager and a task, followed by a final interview with other members of the team. There aren't any trick questions and the task will typically be based on a real scenario the team have worked on.
Our policy is to employ the best-qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
We are a flexible workplace. Cuber Choice enables Cubers and future Cubers to do their best work, in whatever way is best for them and the business. We commit to treating all employees equally, whether they are home or office-based. We do not reward presenteeism but focus on impact. Employees may choose a different work schedule to meet personal or family needs. This includes early finishes, late starts, selecting your own working hours, and you may also choose to split your time between home and office.