Moneybox
Phone Support Team Executive
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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.
Job Brief
We’re looking for people to join our dedicated Phone Support team to specialise in providing exceptional phone-based customer support 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.
In the Moneybox Customer Support Team, we have different roles and responsibilities. Our team is made up of 40 Executives and 6 Team Leaders, we have Executives in the Sunrise Team role, the Support Team role and the Phone Team role.
This Phone Team role will suit you if you are passionate about providing exceptional customer service over the phone, and are comfortable taking calls consistently throughout your working day.
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.
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.
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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 environment.
Our commitment to customers
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 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 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.
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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.
What's In It For You
- Opportunity to join a fast-growing, award-winning and super ambitious company
- 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
- Company pension scheme
- Company bonus scheme
- Home office furniture allowance
- Personal Annual Learning and Development budget
- Private Medical Insurance
- Health Cash Plan – cashback on everyday healthcare like dental and opticians
- Cycle to work scheme – spread the cost of a new bike and accessories
- CycleSaver – save on bike-share subscriptions and have a more sustainable commute
- Wellhub subscription to a variety of gyms and wellbeing apps
- Enhanced parental pay & leave
- 25 days holiday + bank holidays with additional days added with length of service.
- Remote or Hybrid working (2 days from our London office)
Visa Sponsorship
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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