Phone Support Team Executive
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
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Interact with current and potential customers primarily through our phone line.
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Work with the wider Operations and Compliance team to ensure a great customer experience.
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Understand how to interact with customers via email or chats where follow ups are required.
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You’ll learn some of our key operational tasks, to help out our Pensions and Customer Operations teams on these where needed
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Work within an energised and passionate team, sharing your knowledge and experiences.
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Look for ways to go ‘above and beyond’ to make customers happy.
Who you are
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Must have prior experience providing exceptional customer service over the phone, consistently throughout your working day.
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Passionate about delivering exceptional customer experiences and building trust-based relationships.
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Empathetic, proactive, and solution-oriented, always prioritising customer needs.
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Strong communicator with the ability to convey complex information clearly and effectively.
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Detail-oriented, adaptable, and committed to continuous improvement.
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Collaborative and motivated by helping customers succeed and ensuring a seamless experience.
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Working days: Five days per week, Monday to Friday. Shifts are 9am - 5:30pm.. Additional overtime hours are also available.
Experience and skills
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Excellent written and spoken English.
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Ability to work well both individually and as part of a team.
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Relevant work experience.
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Good analytical and problem solving skills.
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A ‘high-output do-er’ with a desire to work in a fast-paced, fast-changing environment.
Our commitment to customers
- 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 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.
- 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.
- 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.
- We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.
- 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
What's in it for you
- Opportunity to join a fast-growing, award-winning and super ambitious company
- 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 pension scheme
- Company bonus scheme
- Home office furniture allowance
- Personal Annual Learning and Development budget
- Private Medical Insurance
- Health Cash Plan – cashback on everyday healthcare like dental and opticians
- Cycle to work scheme – spread the cost of a new bike and accessories
- CycleSaver – save on bike-share subscriptions and have a more sustainable commute
- Wellhub 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.
- Remote or Hybrid working (2 days from our London office)
As published by lever · 18 questions · 2 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website, I identify my ethnicity asSelect all that apply, What gender do you identify as?, Do you consider yourself to have a disability?The information in this form is for monitoring purposes only. If you believe you need a ‘reasonable adjustment’, then please discuss this with your People Team contact who is running the recruitment process., Do you have caring responsibilities?, What type of school did you attend between the ages of 11 and 16?, Do you consider yourself the first person / generation in your family to go to university?
Short answers (4)
- Please provide further details regarding your Right to Work status (e.g., British/Irish Citizen, or specific visa type). If you are currently on a visa, please include the expiry date/renewal date.
- When are you available to start? (e.g. notice period duration)
- What is your expected salary?
- Where did you hear about this vacancy?
Pick from a list (12)
- Do you currently have the Right To Work in the UK?
- Would you require sponsorship to work in the UK? optional
- Q1. This role is available on either a remote or hybrid basis. Please select which option you are interested in.
- Q2. The salary for this role is £25,000 for remote and £27,000 for hybrid. Are you happy to proceed based on these salary options? Please select one answer.
- Q3. Have you worked in a regulated environment where accuracy and compliance are critical? (Examples: financial services, healthcare, legal, government) Please select one answer only.
- Q4. Have you worked in a customer support role where you regularly handled customer queries via phone, email or live chat? Please select one answer only. optional
- Q5. You receive several customer conversations at the same time. One customer has reported a potential app issue affecting multiple users, while another wants to know when interest is paid into their savings account. What do you do first? Please select one answer only. optional
- Q6. A customer asks you a question about a Moneybox product, but you're not completely sure of the answer. What do you do? Please select one answer only. optional
- Q7. A customer tells you they're struggling financially and are worried about accessing their savings. What is the best response? Please select one answer only. optional
- Q8. A customer sends an angry message after waiting longer than expected for a response. How do you reply? Please select one answer only. optional
- Q9. You notice several customers asking the same question after a new app update. What should you do? Please select one answer only. optional
- Q10. During a busy shift you're behind on your customer conversations. What should you do? Please select one answer only. optional
Written answers (2)
- Please note that if you progress to a google hangouts video interview, the session may be transcribed using AI for note-taking and feedback purposes. The transcript of the meeting will be securely deleted after the recruitment process has ended. Please confirm that you consent to this. You are able to withdraw consent at any time during the recruitment process.
- To support your application, please provide us with a cover letter outlining your relevant experience and motivations for applying for this role