Client Services Representative

Moneyfarm; London; On-site; GBP 24,000 - 32,000; Full time

Job summary

A leading company in the fintech sector, located in London, is seeking an experienced Customer Service Representative to join their team. The role involves assisting clients with inquiries, ensuring satisfaction and retention while supporting a collaborative team environment. Applicants should have a strong customer service background, excellent communication skills, and a proactive, solutions-oriented mindset.

Benefits

Health Insurance

Wellness plan

Fee-free investments on Moneyfarm platform

Incentive scheme

Career development opportunities

Training opportunities

Regular office social events

Happy and friendly culture!

Qualifications

• Proven experience in a customer service role is essential.
• Strong track record of handling inquiries via phone, email, and live chat.
• Ability to work independently and manage time effectively.

Responsibilities

• Handle customer inquiries via email, phone calls, and live chat.
• Deliver exceptional customer service efficiently and professionally.
• Maintain accurate records of customer interactions.

Skills

Customer Service Experience

Organizational Skills

Communication Skills

Proactive Mindset

Attention to Detail

Job description

We’re a pan-European digital wealth manager with 130,000 active investors (growing fast!) and over €5 billion invested on our platform. With 220+ people across 4 offices in Italy and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital, United Ventures and Allianz. We started in 2011 in Milan with a simple vision - to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London.

Mission

To provide investment solutions and advice to protect and grow client wealth through time.

Our Core Values:

We’ve built our business on three Principles:

• Relationships are our first asset: We’re one team, built on trust, honesty and transparency. We value our relationships above all else.
• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream

What this means in practice:

At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are – their backgrounds, experiences, talents, knowledge and individual differences. This is what makes us better at what we do. To accommodate our different needs and commitments, we offer flexible working to all. Our individual impact and output is what counts most.

About the role:

We are looking for an experienced and proactive Customer Service Representative to join our team on a full-time basis, working 9am–6pm, Monday to Friday with the possibility of flexibility. This role requires a strong background in customer service and the confidence to take ownership of complex queries and internal support needs.

In this dynamic and varied position, you’ll play a key part in supporting both our in-office and remote teams by ensuring smooth day-to-day operations and delivering outstanding service to our clients. We’re looking for someone with proven seniority in previous customer-facing roles, someone who brings sound judgment, initiative, and a solutions-oriented mindset.

The ideal candidate is self-motivated, approachable, and thrives in a fast-paced, collaborative environment. You’ll serve as a main point of contact for customer and administrative support, helping to resolve inquiries efficiently and professionally while also contributing to service improvements and mentoring less experienced team members

Key Responsibilities

• Handle customer inquiries independently and collaboratively via multiple channels including email, phone calls, and live chat
• Deliver exceptional customer service by addressing queries efficiently, empathetically, and professionally
• Ensure all customer interactions are responded to in a timely and accurate manner
• Maintain a positive, solutions-focused approach to support customer satisfaction and retention
• Keep accurate records of customer interactions and follow up on outstanding issues when necessary
• Work closely with team members and other departments to resolve complex queries and improve overall service quality

Qualifications and Skills

• Proven experience in a customer service role is essential, with a strong track record of handling inquiries across phone, email, and/or live chat
• Strong organizational skills and the ability to manage time effectively in a fast-paced environment
• Excellent verbal and written communication skills, with a customer-focused and empathetic approach
• A proactive, solutions-oriented mindset with a “can-do” attitude
• High attention to detail and the ability to multitask while maintaining quality and accuracy
• Professional, approachable demeanor and a consistently positive attitude
• Dependable, punctual, and committed to delivering high-quality service
• Able to work independently while contributing effectively as part of a teaM
• Discretion and an understanding of how to handle sensitive or confidential information appropriately

• Health Insurance, Wellness plan
• Fee free investments on Moneyfarm platform
• Incentive scheme
• Career development opportunities
• Training opportunities
• Regular office social events
• Happy and friendly culture!