Customer Care Executive

Summary

Join Moneybox as a Customer Care Executive and become a vital part of our dedicated team, specializing in complaint handling and supporting vulnerable customers. You will investigate and resolve customer complaints, providing clear and timely responses. A key aspect of this role involves assisting vulnerable customers, offering guidance and support through various communication channels. You will also manage bereavement cases with empathy and professionalism. Collaboration with other customer-facing teams is crucial for sharing insights and improving the overall customer experience. This role requires strong communication, problem-solving, and organizational skills, along with empathy and a mature approach.

Requirements

• You’re ready for the challenge of working within a new team, and prepared to work with many stakeholders, as well as autonomously
• You’re able to pick up and adapt to existing processes, as well as provide focused ways to improve them
• You are passionate about improving customer experience within Moneybox, especially with reference to complaints and vulnerable customers
• You work to encourage and promote diversity within the team and provide an open and transparent environment
• You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open-mind
• You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
• You’re communicative and able to argue for your ideas appropriately and professionally
• You value constructive feedback and is able to see it as a chance for improvement to better your skills
• You’re a confident and friendly individual who is able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
• You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company
• Excellent Communication Skills: You have strong written and verbal communication skills, and can adapt your communication style to different situations and audiences
• Empathy and Compassion: You are empathetic and compassionate, and can build relationships with customers, especially those in vulnerable situations. You’re able to empathise with complaints and help to de-escalate where possible
• Demonstrated maturity and professionalism, with the ability to handle and discuss difficult or sensitive topics with empathy and discretion
• Problem-Solving Skills: You can analyze problems, identify root causes, and develop effective solutions
• Time Management and Organization: You can manage your time effectively, prioritise tasks, and meet deadlines
• Adaptable and Proactive: You're ready to work in a new team, adapt to existing processes, and suggest improvements
• Relevant Experience: You have at least 1 year of experience in a customer service, complaints handling, or customer care role, preferably within financial services

Responsibilities

• Addressing Customer Complaints: Ownership of a subset of ongoing customer complaints to review, determine and deliver outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes
• Speaking with customers at the outset of their complaint both on the phone and in writing in order to gather all information
• Delivery of the final conclusion of the complaint to the customer
• Working with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement
• Clearly record and report outcomes and trends
• Take part in initiatives to improve customer service and efficiency within the complaints area
• Supporting Vulnerable Customers: Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication
• Knowing the framework for all of our products and services and how vulnerability escalations can be created and acted upon
• Providing updates and clear metrics on trends
• Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers
• Handling Bereavements: Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times
• Working with the wider team on improvements that could aid streamlining in this area to help create great customer outcomes
• Collaborating with Teams: Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience
• Anything else: Please note that as a part of all areas above, answering or making phone calls to these customers is considered part of the role
• We’d like you to retain your product and technical knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer customers with full context

Benefits

Hybrid work arrangement (2 days in London office, 3 days from home) or fully remote within the UK