Support Team Executive

About Moneybox

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

Job Brief

We are currently growing at a rapid pace with more and more people using Moneybox. To support this exciting growth, we’re looking for someone to join our Support team 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.

Please note we are hiring for both permanent and FTC roles.

What you'll do

• Interacting with current and potential customers through Intercom and phone to address any queries they have.

• Interacting with the Operations and Compliance team to ensure a great customer experience.

• Interacting with the Product team to continually improve the customer experience.

• Look for ways to go ‘above and beyond’ to make customers happy.

• Raising awareness of our mortgage advice service to help customers on their home-buying journey.

Who you are

• A driven, ambitious individual who’s looking to build their career at an exciting very- fast-growing company.

• Naturally personable, great communicator who has a passion for their work and the people they work with.

• Excited about being part of a fast-growing company that’s trying to make a positive mark on the world.

• Interested in savings and investments personally, with a desire to gain even more knowledge in both of these areas.

• Knows how to have fun whilst maintaining a professional outlook.

Working days:

• Five days per week which will include weekend days in a rotational system.

• Shifts are a rotation of Core: 9am - 5:30pm, Late: 10am-6:30pm (off-peak), 11:30am - 8pm (peak) and Early: 8am - 4:30pm.

• Additional overtime hours are also available. Please note that during your training period hours will be 9am - 5:30pm

Experience and skills

• Excellent written and spoken English.

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

• Experience working to metrics in a contact center environment.

• Good analytical and problem solving skills.A ‘high-output do-er’ with a desire to work in a fast-paced, fast-changing startup environment.

• Able to confidently prioritise tasks, identify patterns and work independently.

• Direct experience with Intercom.

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 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

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)