Customer Success Support Specialist

My Money Matters; London; Remote; GBP 27,000; Full time

Job summary

A financial wellbeing company in the UK is seeking a Customer Success Support Specialist to assist the Customer Success team with administrative tasks. This role involves developing efficient processes, handling queries, and maintaining accurate records. The ideal candidate will excel in communication and organization. Benefits include a home office allowance, 25 days holiday, and a contributory pension scheme.

Benefits

£200 home office setup allowance

25 days holiday plus your birthday off

Contributory pension scheme

Employee Assistance Programme

Enhanced family-friendly pay

Recognition programs and training

Wellbeing services

Qualifications

• Excellent verbal and written communication skills.
• Ability to maintain attention to detail.
• Self-motivated and organized in a fast-paced environment.

Responsibilities

• Support the Customer Success team with administration.
• Develop and maintain efficient administration processes.
• Handle partner and employee queries related to providers.
• Assist in payroll reporting and maintain CRM system contact notes.

Skills

Knowledge of Local Government Pension Scheme legislation

Excellent communication skills

Strong team player

Ability to prepare reports and process data

Organized and self-motivated

Proficient in MS Office

Education

A Level standard or equivalent experience

Tools

MS Office

Job description

**Post Title:** Customer Success Support Specialist

Business Unit:

Customer Success

Accountable to:

Customer Success Support Manager

Salary:

£26,250 per annum

Hours:

37.5 per week (Monday to Friday). Fully Remote Role within the UK.

Company Overview:

My Money Matters was founded in 2018, initially providing UK public sector employers with an innovative pensions solution. Since then, we have experienced exponential growth and are now a financial wellbeing platform serving both the public and private sectors. Our mission is to become the category leader in helping employers improve the financial wellbeing of their employees. We have grown to hundreds of thousands of users across the UK, offering retirement planning, learning, coaching, webinars, will writing, and more. As a remote-first company and an award-winning team of 75, we prioritize being an employer of choice where people thrive. We are also a Disability Confident Employer.

Purpose:

To support the Customer Success team and Partners with administration to ensure smooth processes for all company products.

Principal Responsibilities:

1. Assist the Customer Success team in achieving strategic and operational goals.
2. Develop, maintain, and improve administration processes for efficiency.
3. Support the Implementation Team with partner transition management and processing within deadlines.
4. Handle partner and employee queries related to providers, liaising directly with providers to resolve issues.
5. Prepare and manage monthly new joiners’ files, ensuring accuracy and deadlines are met.
6. Develop and maintain relationships with partners and external providers to ensure professional service delivery.
7. Manage the monthly opt-in/opt-out processes and listing schedules within set timescales.
8. Monitor and report on partner statistics and invitation file performance; complete analytical requests as needed.
9. Assist in payroll reporting, addressing discrepancies and coordinating amendments.
10. Contribute to a motivating and engaging work environment.
11. Maintain and update CRM system contact notes for effective customer management and reporting.

Skills and Requirements:

• Knowledge of the Local Government Pension Scheme legislation, including AVCs.
• Excellent communication skills, both written and verbal.
• Strong team player with collaborative mindset.
• Ability to prepare reports, process data, and maintain attention to detail.
• Organized, self-motivated, and able to prioritize in a fast-paced environment.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).

Qualifications and Experience:

A Level standard or equivalent experience.

Benefits:

This role offers meaningful work helping others, with benefits supporting mental, physical, and financial wellbeing, including:

• £200 home office setup allowance
• 25 days holiday plus your birthday off
• Contributory pension scheme (4% employer, 5% employee)
• Salary sacrifice benefits (Cycle to Work, gym memberships, electronics, etc.)
• Shopping, travel, entertainment discounts
• Employee Assistance Programme
• Wellbeing Hub and Care services
• Enhanced family-friendly pay and sick pay
• Recognition programs, socials, training, volunteer days, and more

Application Process:

Interviews are conducted online via Microsoft Teams. Please contact us if adjustments are needed during the application or interview process. We promote an inclusive environment where everyone can be themselves, driven by our purpose to improve financial lives across the UK.

This is an excellent opportunity for an ambitious individual to contribute significantly to a growing, high-profile business. Why wait?

Additional Details:

Experience: Not required

Employment: Full-time

Salary: Up to £26,250 yearly

About My Money Matters:

Founded in 2018, initially providing pensions solutions for UK public sector employers, we have grown into a comprehensive financial wellbeing platform serving a broad range of clients nationwide.