Customer Operations Executive
1 мес. назад
Hybrid
Customer Operations Executive role focused on helping customers manage wealth transfers, payments, and resolving issues in a financial platform.
О компании
- About Moneybox At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement. About the Role Moneybox wants to help a generation invest in their future. Every day, thousands of customers trust us to move their money quickly, safely and correctly, whether that's transferring an existing ISA or LISA into Moneybox, or using their Lifetime ISA to buy their first home. As a member of the Customer Oper
Обязанности
- Support transfers in or out, providing proactive customer support, clear communication on progress, and driving timely resolutions
- Handle payments, making sure customer funds are matched to the correct accounts and resolving any issues with both the customer and the provider
- Guide first-time homebuyers through their LISA withdrawal, coordinating with solicitors to ensure a seamless completion
- Build genuine relationships with customers, keeping them fully informed and helping them feel confident in what happens next
- Liaise with providers and solicitors via phone or email, representing Moneybox professionally and persistently
- Capture, review, and escalate customer feedback, monitoring it through to completion
- Consistently look for ways to improve our operational processes, and work with the relevant teams to make our customer experience the best it can be
- Support with, or lead on, internal operational projects
- Support other operations and support teams during busier periods or times with low coverage
Требования
- You genuinely enjoy talking to people, not just emailing them. You're comfortable picking up the phone and having a real conversation
- You notice things others miss - a wrong sort code, a missing document, an inconsistency that doesn't quite add up
- You can explain complicated things simply, without making people feel stupid or overwhelmed
- You don't wait to be told. You see something needs doing, and you do it
- You find genuine satisfaction in a clean queue, a resolved case, and a customer who feels properly looked after
- You're calm under pressure and methodical when things get busy. You don't cut corners when the queue is long
- You care about people's money as if it were your own, because for our customers, their savings is everything
- You're ambitious and want to grow your career at a company that's going places
Другое
- 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, including confidence on the telephone
- Meticulous attention to detail
- Previous experience in a customer service and/or operations role is a bonus
- Every day in Customer Operations has two distinct rhythms. One team will be making sure that the movement of our customer’s assets is completed with precision and efficiency, keeping the engine running. The other team is making sure that our customers are well informed and clear about the journey their assets are going on. 9:00am - You grab your coffee and get straight into your queue. Overnight, new transfer requests have come in. You scan each one carefully, checking names, account details and values. Two have discrepancies that need flagging before anything is processed. You note these and work through the straightforward ones methodically and accurately. 11:00am - You notice that the queries from customers are rising and jump into our Intercom queue to help your colleagues respond to o
- 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
- Opportunity to join a fast-growing, award-winning and super ambitious company
- Work with a friendly team of highly motivated individuals
- Be in an environment where you are listened to and can actually have an impact
- Thriving collaborative and inclusive company culture
- Company pension scheme
- Company bonus scheme
- Home office furniture allowance
- Personal Annual Learning and Development budget
- Private Medical Insurance
- Health Cash Plan – cashback on everyday healthcare like dental and opticians
- Cycle to work scheme – spread the cost of a new bike and accessories
- CycleSaver – save on bike-share subscriptions and have a more sustainable commute
- Wellhub subscription to a variety of gyms and wellbeing apps
- Enhanced parental pay & leave
- 25 days holiday + bank holidays with additional days added with length of service.
- Remote or Hybrid work arrangement (2 days in London office, 3 days from home)