Excellent communication skills and ability to work well independently and in a team., Experience working in a contact center environment with metrics-driven performance., Good analytical and problem-solving skills., Interest in savings and investments, with a desire to expand knowledge in these areas..
Key responsibilities:
Interact with customers via Intercom and phone to address queries and provide support.
Collaborate with Operations and Compliance teams to ensure a positive customer experience.
Provide feedback to team leads on customer issues and queries.
Help raise awareness of mortgage advice services to customers.
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At Moneybox, we help you turn your money into something greater.
Millions of us want to achieve more with our money. But whether we’re looking to save for a rainy day, grow our money, buy a home, or even build a retirement fund, we leave it at the bottom of our to-do lists because we're not sure how to get started.
This isn’t surprising. We aren’t taught about financial planning at school, the wealth industry was built to serve a minority, and it often feels like banks don’t care about helping us achieve outcomes. To top it off, the financial services industry is fragmented and confusing.
This means that our money often isn’t working hard enough and our goals are much harder to achieve.
So, we made a solution.
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.
We want to help people build wealth, but our mission goes beyond that. We believe that building wealth isn’t simply about accumulating more money. It’s about going after the life you want and enjoying it to the fullest, today and tomorrow. This is what it means to turn your money into something greater.
To support our growth, we’re looking for someone to join our Support team and to ensure that Moneybox continues to be known for taking pride in supporting and delighting both existing and potential customers. We want to go above and beyond wherever we can and ensure that using the service is a great experience. We’re specifically looking for a small team to be online and available for our customers outside of our key hours, helping to identify any issues and provide any support for escalated queries over this time.
What youll do
Interacting with current and potential customers through Intercom and phone to address any queries they have and provide great customer service.
Working alongside the Operations and Compliance team to ensure a great customer experience.
Providing key feedback to Team Leads and managers on key customer queries and issues.
Looking for ways to go above and beyond to provide a great service and experience for our customers.
Raising awareness of our mortgage advice service to help customers on their homebuying journey.
Understanding the wider Moneybox roadmap and direction, helping to feed into this.
Problem solving and triaging as a member of the Sunset team there’ll be times with limited technical support to resolve your queries.
Be self motivated; you’re able to stick to productivity and quality targets even when working unsupervised.
Our Customer Commitment
Here at Moneybox, were 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 customerfacing 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 customers 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 customers 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 customerfacing teams are experts in the app, and their fields.
Who you are
A driven, ambitious individual who’s looking to build their career at an exciting very fastgrowing company.
Naturally personable, great communicator who has a passion for their work and the people they work with.
Excited about being part of a fastgrowing company that’s trying to make a positive mark on the world.
Interested in savings and investments personally, with a desire to gain even more knowledge in both of these areas.
Knows how to have fun whilst maintaining a professional outlook.