Support Team Phone Executive

Moneybox; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company seeks passionate individuals for their Phone Support Team in London. This role focuses on delivering exceptional customer service via phone, ensuring customer satisfaction throughout their journey. You will contribute to a collaborative environment aimed at providing reliable support, advocating for customers, and continuously improving service delivery.

Qualifications

• Prior experience providing customer service over the phone.
• Strong verbal and written English skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Interact with customers primarily through phone service.
• Work with Operations and Compliance teams to ensure support quality.
• Help out with operational tasks within related teams.

Skills

Customer Service

Communication

Problem Solving

Empathy

Teamwork

Job description

We’re looking for people to join our dedicated Phone Support team to specialise in providing exceptional phone based customer support and to ensure that Moneybox continues to be known for taking pride in supporting and delighting both existing and potential customers. We want to go above and beyond wherever we can and ensure that using the service is a great experience.

In the Moneybox Customer Support Team, we have different roles and responsibilities. Our team is made up of 40 Executives and 6 Team Leaders, we have Executives in the Sunrise Team role, the Support Team role and the Phone Team role.

This Phone Team role will suit you if you are passionate about providing exceptional customer service over the phone, and are comfortable taking calls consistently throughout your working day.

What you'll do

• Interact with current and potential customers primarily through our phone line.
• Work with the wider Operations and Compliance team to ensure a great customer experience.
• Understand how to interact with customers via email or chats where follow ups are required.
• You’ll learn some of our key operational tasks, to help out our Pensions and Customer Operations teams on these where needed
• Work within an energised and passionate team, sharing your knowledge and experiences.
• Look for ways to go ‘above and beyond’ to make customers happy.

Our Customer Commitment

• Here at Moneybox, we're here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.

• We RAISE the bar with our service....

• Relationship:
• We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers' wins and aim to provide an excellent standard of service.

• Advocacy:
• We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.

• Integrity:
• We work honestly, fairly and with our customer's best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.

• Simplicity:
• We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.

• Expert App Knowledge:
• We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.

Who you are

• Must have prior experience providing exceptional customer service over the phone, consistently throughout your working day.
• Passionate about delivering exceptional customer experiences and building trust-based relationships.
• Empathetic, proactive, and solution-oriented, always prioritising customer needs.
• Strong communicator with the ability to convey complex information clearly and effectively.
• Detail-oriented, adaptable, and committed to continuous improvement.
• Collaborative and motivated by helping customers succeed and ensuring a seamless experience.
• Working days: Five days per week, Monday to Friday. Shifts are 9am - 5:30pm.. Additional overtime hours are also available.
• #LI-CS1

Experience and skills

• Excellent written and spoken English.
• Ability to work well both individually and as part of a team.
• Relevant work experience.
• Good analytical and problem solving skills.
• A ‘high-output do-er’ with a desire to work in a fast-paced, fast-changing scale up environment.

Please read before you apply!

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.

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.

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 rather we did not keep your details on file, you can contact us at email: [e-mail]

Your application will be subject to criminal record and adverse credit history checks (such as CCJs, IVAs and bankruptcy). 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.