Customer Care Executive at Moneybox

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 Customer Care Executives work within our dedicated Customer Care team and focus on escalations and specialised service within our wider customer operations and support department. Members of this team focus on helping customers experiencing vulnerability, resolving complaints and escalations, and also with any more difficult customer situations such as bereavements.  Executives report to our Customer Care Team Lead, and work across all key areas of Customer Care to ensure a positive outcome. It’s therefore really important they know the full details of the Moneybox products and services, to be able to deliver customer care in the best way. We’re looking for an empathetic individual with a mature approach, passionate about advocating for customers’ best interests, and prepared to have occasionally difficult conversations.  Customer Care is a small (but mighty!) team and so regular collaboration across all of our customer-facing teams is a key needed skill. Members of the team often work on initiatives to improve the service in the area, adapt to regulatory changes, and create efficiencies and customer satisfaction improvements.  In addition to the responsibilities listed in the job specification, the Customer Care Executive will also be responsible for the following duties: De-escalation: - Diffuse tense situations and de-escalate conflicts with customers. - Maintain a calm and professional demeanor even under pressure. - Actively listen to customers and address their concerns. Prompt assistance: - Respond to customer inquiries and complaints promptly and efficiently. - Provide timely updates on the status of customer issues. - Ensure that all customer inquiries are resolved in a timely manner. Thinking out of the box with solutions: - Identify and propose creative solutions to customer problems. - Think laterally to find innovative ways to resolve complex issues. - Continuously seek opportunities to improve customer service processes. What you'll Do • This role will be responsible for but not limited to the following areas: Addressing Customer Complaints: • Assignment of a subset of ongoing customer complaints to review and determine outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes. • Work with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement • Take part in initiatives to improve customer service and efficiency within the complaints area Supporting Vulnerable Customers: • Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication. • Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers. Handling Bereavement Cases: • Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times. • Ensure we have a best-in-class empathetic service surrounding this process Collaborating with Teams: • Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience. Anything else: • 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 product and technical 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. Working Hours • Five days per week (Monday - Friday) • Shifts are 9 am – 5:30 pm. Additional overtime hours are also available. • There may be occasional requirements to work on bank holidays, depending on business needs. These will be communicated on a case-by-case basis. • Hybrid work arrangement (2 days in London office, 3 days from home) Skills and Experience • Excellent Communication Skills: You have strong written and verbal communication skills, and can adapt your communication style to different situations and audiences. • Empathy and Compassion: You are empathetic and compassionate, and can build relationships with customers, especially those in vulnerable situations. • Demonstrated maturity and professionalism, with the ability to handle and discuss difficult or sensitive topics with empathy and discretion. • Problem-Solving Skills: You can analyze problems, identify root causes, and develop effective solutions. • Time Management and Organization: You can manage your time effectively, prioritize tasks, and meet deadlines. • Adaptable and Proactive: You're ready to work in a new team, adapt to existing processes, and suggest improvements. • Ambitious: You're eager to build your career in a fast-growing company. • Relevant Experience: You have at least 1 year of experience in a customer service or customer care role and experience in resolving customer issues or complaints, or working to de-escalate situations. • Internal hires : This role is available to all current executives within the existing teams. Visa Sponsorship: At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications. Working Policy: We have a hybrid policy that includes 2 days from our London office and 3 from home. Candidates wishing to work on a fully-remote basis must be based within the UK. Our Commitment to DE&I: At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential 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. 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: [Upgrade to PRO to see contact] 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.