Customer Care Executive

• Join Moneybox, the award-winning UK wealth management platform, in a hybrid role in its London Customer Care team. • Work as a complaint handling and vulnerability specialist within a small but mighty team. • Resolve complaints and escalations, support vulnerable customers and handle bereavement cases. • Report to the Customer Care Team Lead and work across all key areas of Customer Care. • Help improve the service, adapt to regulatory changes and boost customer satisfaction. • Visit the London office by the Oxo Tower 2 days a week.

• Bring at least 1 year of experience in customer service, complaints handling or customer care. • Communicate clearly in writing and on the phone, adapting your style to different audiences. • Build relationships with customers, especially those in vulnerable situations, with empathy and compassion. • Handle difficult or sensitive topics with maturity, professionalism and discretion. • Analyse problems, find root causes and develop effective solutions. • Manage your time well, prioritise tasks and meet tight deadlines. • Adapt to existing processes and suggest focused improvements. • Work autonomously and collaborate with many stakeholders. • Advocate for customers’ best interests and take constructive feedback on board. • Be based in the UK and work from the London office 2 days a week.

• Bring customer care or complaints experience within financial services. • Show knowledge of FCA complaints handling (DISP) and Consumer Duty requirements. • Bring experience handling bereavement cases. • Show experience supporting customers in vulnerable circumstances.

• Own a set of customer complaints, investigating each issue and delivering formal outcomes within tight timeframes. • Speak with customers by phone and in writing to gather information and explain final decisions. • Record and report complaint outcomes and trends. • Help review and update complaints processes and documentation. • Support customers experiencing vulnerability with guidance by phone and in writing. • Share feedback on accessibility and vulnerability needs across the app and operations. • Manage bereavement cases with empathy and professionalism. • Work with other customer-facing teams to share insights and improve the customer experience. • Take part in regular customer conversations and operational processes to keep product knowledge up to date.

• Build your career in a specialist Customer Care team at a fast-growing company. • Receive a competitive remuneration package, company pension and bonus scheme. • Work in a hybrid setup with 2 days a week in the London office. • Get a home office furniture allowance and a personal annual learning budget. • Get private medical insurance and a health cash plan for dental and optical costs. • Join the cycle to work scheme and get a Wellhub subscription for gyms and wellbeing apps. • Benefit from enhanced parental pay and leave. • Enjoy 25 days’ holiday plus bank holidays, with extra days added for length of service.

Moneybox is an award-winning wealth management platform on a mission to give everyone the means to get more out of life. It helps over one and a half million people build wealth throughout their lives, whether they are saving and investing, buying their first home or planning for retirement. Moneybox believes wealth is about the means to more freedom, opportunities and peace of mind.