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, as well as helping 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, liaising with solicitors and providers, as well as providing feedback on any improvements you think we can make to our processes. In addition to this, you’ll be required to help out the wider operations team with any additional tasks at busy times of the year.

What you'll do

• Work within one of our sub-teams, where you will either:-
• Guide first-time homebuyers through their LISA withdrawal, coordinating with solicitors to ensure a seamless process.
• Deal with all things transfers - providing proactive customer support by managing transfer queries, maintaining clear communication on transfer updates, and driving timely resolutions for both transfers in and out.
• Handle payments - ensuring that customers funds are matched to the correct accounts and any issues are resolved with both; the customer and the provider.
• Consistently on the lookout for ways to improve our operational processes and to work with the relevant teams to ensure that our customer experience is always the best it can be.
• Processing tasks at pace to a high quality.
• Support with and lead on internal operational projects.
• Provide support to other teams in the department during busier periods of the year.
• Working days: Five days per week (9am-5:30pm) which will include one weekend day every 6 to 8 weeks.

Who you are

• A driven, ambitious individual who’s looking to build their career at an exciting and fast-growing company.
• An analytical thinker who has a solutions-focused mindset and dedication to providing the best customer service.
• Able to communicate sometimes complex concepts to customers in a clear and accessible way.
• 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.
• Proven ability to work independently while contributing effectively to team goals.
• Strong 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 preferred.
• #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 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.