Customer Operations – Pensions Executiuve

Moneybox; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services provider in London is seeking a Customer Operations - Pensions Executive to manage customer pension transfers and ensure excellent service. The ideal candidate has strong communication skills and problem-solving abilities. This role offers a hybrid working environment along with various employee benefits.

Benefits

Company shares

Company pension scheme

Hybrid working environment

Home office furniture allowance

Personal Annual Learning and Development budget

Private Medical Insurance

Health Cash Plan

Cycle to work scheme

Gympass subscription

Enhanced parental pay & leave

25 days holiday + bank holidays

Qualifications

• Previous experience in a similar customer service and/or operations role is a bonus.

Responsibilities

• Managing the end-to-end pension transfer process for customers.
• Answering queries from Moneybox Pension customers via in-app chat, email, and phone.
• Communicating with customers and keeping them informed on the progress of their transfer.

Skills

Excellent written and spoken English

Ability to work well both individually and as part of a team

Good analytical and problem-solving skills

Great communication and listening skills

Meticulous attention to detail

Job description

Customer Operations - Pensions Executive

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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

As a member of the Pension Operations Team, you’ll be responsible for onboarding new pension customers while supporting our existing customer base. You’ll be ensuring that no matter where our customers are on their pension journey they receive great customer service.

You’ll be answering questions from customers, contacting pension providers and providing general support to the wider Customer Operations team. You’ll work with the Retirement Team and wider business to ensure we elevate issues and implement improvements to our product and processes. This work is instrumental in the continuous development of the team and Moneybox pension as a whole, ensuring that the service received by all customers is a great one!

What you’ll do:

• Managing the end to end pension transfer process for our customers, either via the electronic transfer portal or manually, including processing Letters of Authority and payments.
• Answering queries from current and prospective Moneybox Pension customers via in-app chat, email and phone calls.
• Communicating with customers and keeping them fully informed on the progress of their transfer.
• Liaising with providers via phone or email to follow-up on any pending or slow transfers.
• Assisting customers with locating their lost pensions and utilising our Provider Search tool
• Processing cancellation and withdrawal requestsli>
• Ensure that customer feedback is captured, reviewed and learnt from. Escalate issues and monitor through to completion, ensuring the customer and wider team are updated. Support the Retirement Product Team with customer initiatives and product development.
• Liaise with Investment Operations, Compliance and Retirement Product teams to formalise, review and continuously improve our operational processes.
• Contribute to or solely represent the pensions team with company wide projects
• Support the documentation and feedback of metrics around transfers to allow for constant review and optimisation.
• Support other operation and support teams during busy periods or times with low coverage.
• Working week – 5 days per week, 9am – 5:30pm which will include one weekend day on rotation typically every 5-6 weeks

Who you are

• A driven and ambitious individual who’s looking to build their career at an exciting very fast-growing company.
• Someone with an analytic approach and problem-solving attitude to help make sure all customer’s transfers are completed from beginning to end.
• Able to communicate sometimes complex concepts to customers in a friendly and patient manner.
• Similarly, able to convey a professional and persistent approach when dealing with pension providers.
• Naturally personable, a great communicator and collaborator who has a passion for and takes pride in their work.
• Excited about being part of a fast-growing company during an exciting period of new products and features.
• Knows how to have fun whilst maintaining a professional outlook.

Experience and skills

• Excellent written and spoken English.
• Ability to work well both individually and as part of a team.
• Good analytical and problem-solving skills.
• Great communication and listening skills.
• Meticulous attention to detail.
• Previous experience in a similar customer service and/or operations role is a bonus

What’s in it for you?

• Opportunity to join a fast-growing, award-winning and super ambitious startup
• 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 shares
• Company pension scheme
• Hybrid working environment
• Home office furniture allowance
• Personal Annual Learning and Development budget
• Private Medical Insurance
• Health Cash Plan (cashback on visits to the dentist & opticians etc)
• Cycle to work scheme
• Gympass 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.

Our office is in London, by the Oxo Tower

Our Commitment to DE&I
At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential.

Working Policy:
We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.

Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

Please read before you apply!
Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks. As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance. By sending us your application you acknowledge and agree to Moneybox using your personal data as described below.

We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.

If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future. If you would like to reach us then please email:[e-mail]. If you would rather we did not keep your details on file, you can contact us at:[e-mail]

Capital at risk. All investing should be for the longer term. The value of your investments can go up and down, and you may get back less than you invest. Tax treatment depends on individual circumstances and may be subject to change in the future.

A 25% government penalty applies if you withdraw money from a Lifetime ISA for any reason other than buying your first home (up to £450,000) or for retirement, and you may get back less than you paid into your Lifetime ISA.

Your home may be repossessed if you do not keep up repayments on your mortgage.

Payments you make into your pension won’t be accessible until the minimum pension age (currently 55, increasing to age 57 from 2028). Tax treatment depends on individual circumstances and may be subject to change in the future.

For Business Saver: T&Cs apply. Max one withdrawal per day.