Support Team Phone Executive

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.

About Moneybox

At Moneybox, we’re helping people turn their money into something greater. We launched our award-winning app back in 2016, and made waves with our now famous round-ups feature, which helped thousands of people start investing with just their spare change. Fast forward to today, and we’ve brought saving, investing, home-buying, and retirement services together into one simple app. So people can reach their goals and build wealth with confidence, whatever their starting point. With a range of free tools, educational content, and award-winning customer support, we’re already helping hundreds of thousands of people all across the UK

Job brief

What you’ll do

• Interact with current and potential customers primarily through our phone line.
• Work with the wider Operations and Compliance team to ensure a great customer experience.
• Understand how to interact with customers via email or chats where follow ups are required.
• You’ll learn some of our key operational tasks, to help out our Pensions and Customer Operations teams on these where needed
• Work within an energised and passionate team, sharing your knowledge and experiences.
• Look for ways to go ‘above and beyond’ to make customers happy.

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.

Who you are

• Must have prior experience providing exceptional customer service over the phone, consistently throughout your working day.
• Passionate about delivering exceptional customer experiences and building trust-based relationships.
• Empathetic, proactive, and solution-oriented, always prioritising customer needs.
• Strong communicator with the ability to convey complex information clearly and effectively.
• Detail-oriented, adaptable, and committed to continuous improvement.
• Collaborative and motivated by helping customers succeed and ensuring a seamless experience.
• Working days: Five days per week, Monday to Friday. Shifts are 9am – 5:30pm.. Additional overtime hours are also available.
• #LI-CS1

Working days/hours

• Monday – Friday 9am – 5:30pm

Experience and skills

• Excellent written and spoken English.
• Ability to work well both individually and as part of a team.
• Relevant work experience.
• Good analytical and problem solving skills.
• A ‘high-output do-er’ with a desire to work in a fast-paced, fast-changing scale up environment.

What’s in it for you?

• Opportunity to join a fast-growing, award-winning and super ambitious startup
• 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
• Competitive remuneration package
• Opportunity to attend industry conferences and events
• Gympass subscription
• Private medical insurance
• Personal L&D allowance 
• 25 days holiday + bank holidays