Customer Care Specialist

The Customer Care Specialist is dedicated to enhancing the customer experience by providing exceptional service and support. This role involves addressing customer inquiries, resolving complaints, and ensuring customer satisfaction through effective communication and problem-solving. The specialist acts as a liaison between the customer and the company, ensuring that customer needs are met promptly and efficiently. By fostering positive relationships and delivering tailored solutions, the Customer Care Specialist contributes to customer loyalty, adherence to regulatory standards and the overall success of the organization.

Key Accountabilities

Customer Care

1. The first point of contact for all customer queries on their Foreign Exchange and Payments Accounts through our various support channels, resolving them by using your initiative as opposed to reading from a script.
2. Collaborating with colleagues across departments to fix problems that are just too tough for one person to crack.
3. Ensuring all customer communications are logged appropriately and referred to other business units where required.
4. Taking personal ownership over the customer experience.
5. Ensuring customers receive great service and leave satisfied.
6. Investigate and resolve customer complaints, ensuring compliance with company policies and regulatory standards.
7. Support Vulnerable Customers by providing specialized support to vulnerable customers, ensuring their needs are met with empathy and care.
8. Work closely with team members and other teams to resolve customer issues and improve overall customer experience.
9. Monitor customer satisfaction and provide feedback to management for improvements.

Customer Loyalty

1. Speaking positively and enthusiastically about the company and its products and services.
2. Ensuring that a professional company and brand image is provided at all times to customers and colleagues.
3. Providing professional, effective and consistent communication to customers to meet their expectations and increase brand loyalty.

Maintain Company Standards

1. Ensuring all original documentation received is recorded, scanned and archived.
2. Complying with our policies and procedures at all times.
3. Actively looking for business improvements and taking to management what you find.

Knowledge and Experience

1. Experience in handling customer complaints and resolving issues efficiently in a regulated environment.

Language Skills

1. Excellent English, written and verbal is essential.

Skills and Competencies

1. You’ll need clear written and verbal communication skills.
2. Excellent and empathetic listener.
3. Good organisational skills notably prioritisation.
4. Strong numerical skills.
5. IT literate.
6. Excellent attention to detail.

Personal Attributes

1. Customer-focused mindset with a commitment to providing exceptional service.
2. Empathy and patience, especially when dealing with vulnerable customers.
3. Ability to work independently and as part of a team.
4. Proactive approach to identifying and addressing customer needs.
5. Calm under pressure and enjoys a fast paced environment.

The successful candidate will be part of a dynamic team and work in a fast-paced environment, catering to a diverse mix of stakeholders with varying needs. Therefore, the ideal candidate should be a self-starter, as there is an opportunity to make an immediate and tangible contribution to the business.

Please note: This is a full-time, permanent position with an opportunity to work hybrid within the Client Services team based in our Coventry office.

What You Get In Return

This role offers a competitive salary, plus a benefits package including private medical health insurance.

Interested?

If the role sounds like you, we invite you to upload a copy of your CV and can do this by clicking on the Apply Now button.

Diversity and Inclusion

Moneycorp is proud to be an Equal Opportunity employer. Across our Group, Moneycorp maintains a philosophy that an inclusive company culture inspires creativity, fosters a sense of belonging, and is imperative to both personal and professional growth. With a makeup of 47 percent female employees, Moneycorp has a remarkably diverse workforce. Our commitment to inclusion and opportunity continues to evolve and improve as we listen and engage with our diverse teams.

All qualified applicants will receive consideration for employment without regard to age, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, political affiliation, status as an individual with a physical or mental disability status as an individual with a protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Moneycorp believes that diversity is critical to our success in helping Corporate and Private Clients with their FX and International Payments requirements across the world and is committed to creating an inclusive, mutually respectful environment which celebrates diversity. We hire on the basis of talent, merit, competence, performance, and business needs.