Customer Service Agent

Visit our website to find out more about our company culture https://moneyplusgroup.com/careers

What do we need you to do?

Individual:

• Manage inbound customer enquiries via telephone, email, and digital channels, providing clear, accurate, and customer-appropriate advice in every interaction.
• Resolve routine service queries and complaints at first point of contact wherever possible, following agreed processes and ensuring right-first-time outcomes.
• Take ownership of assigned customer cases through to resolution, keeping customers updated in line with service standards.
• Capture and maintain accurate and detailed customer records on CRM/internal systems, ensuring all notes, actions, and outcomes are logged correctly and are audit-ready.
• Identify when issues fall outside your authority or experience and escalate promptly with full context to the appropriate Advisor/Team Leader.
• Communicate customer options, next steps, and required actions in a way that supports understanding and good decision-making.
• Meet personal performance targets including quality, productivity, call handling, and resolution KPIs.
• Ensure all actions comply with FCA expectations, data protection, and internal policy, including correct handling of vulnerable customers.
• Build knowledge of products, services, and processes to continuously improve the advice and support provided to customers.

Shared:

• Contribute to a supportive team environment, sharing learning and best practice to improve consistency and customer outcomes.
• Support cross-team cooperation by providing clear handovers, background, and case notes when customer needs span multiple areas.
• Promote a customer-first culture aligned to company values and expected service behaviours.
• Actively participate in team briefings, training, and improvement activity to enhance service quality.
• Provide constructive feedback on recurring issues, process gaps, or customer insights to help drive service improvements.

What skills and experience do we need you to have?

Essential

• Customer-facing experience (contact centre, retail, hospitality or similar).
• Strong verbal and written communication.
• Basic working knowledge of CRM or customer databases.
• Understanding of confidentiality and data protection requirements.

Desirable

• Experience working in regulated financial services.
• Exposure to complaint handling or onboarding/KYC processes.

What behaviours do we need you to have?

Our values guide the way we do things, so we’d expect you to demonstrate behaviours aligned to them:

We’re Always Ready

• Technical Knowledge: Good understanding of IVA processes, regulatory requirements and compliance standards.
• Attention to Detail: Ensures high levels of accuracy and completeness in all case reviews.
• Continuous Learning: Keeps knowledge up to date with changes in regulation and internal processes.

We Raise the Bar

• Quality Focus: Maintains high standards of accuracy and compliance in all outputs.
• Accountability: Takes ownership of work and ensures deadlines and expectations are met.

We Work as One

• Collaboration: Works effectively with colleagues, clients, and stakeholders to achieve shared goals.
• Communication: Communicates clearly and professionally, both written and verbal.

We Treat People Right

• Customer Focus: Provides helpful, accurate support to internal teams and customers.
• Professionalism: Maintains a positive, respectful and reliable approach in all interactions.
• Supportive Approach: Willing to assist with team workload and contribute to shared success.

Are you ready to join us?

At MoneyPlus we want to create a work environment that inspires you to excel. Through our combination of support, working as a team and our ambition to be better, we want to help you achieve and create a future with us. Sound good? Apply now!