Customer Care Specialist: Escalations & Empathy (Hybrid)

Moneybox Customer Care Executives work within our dedicated Customer Care team and focus on escalations and specialised service within our wider customer operations and support department. Members of this team focus on helping customers experiencing vulnerability, resolving complaints and escalations, and also with any more difficult customer situations such as bereavements. Executives report to our Customer Care Team Lead, and work across all key areas of Customer Care to ensure a positive outcome. It’s therefore really important they know the full details of the Moneybox products and services, to be able to deliver customer care in the best way. We’re looking for an empathetic individual with a mature approach, passionate about advocating for customers’ best interests, and prepared to have occasionally difficult conversations.

De-escalation

• Diffuse tense situations and de-escalate conflicts with customers.
• Maintain a calm and professional demeanor even under pressure.
• Actively listen to customers and address their concerns.

Prompt Assistance

• Respond to customer inquiries and complaints promptly and efficiently.
• Provide timely updates on the status of customer issues.
• Ensure that all customer inquiries are resolved in a timely manner.

Thinking Out Of The Box With Solutions

• Identify and propose creative solutions to customer problems.
• Think laterally to find innovative ways to resolve complex issues.
• Continuously seek opportunities to improve customer service processes.

What you’ll do

This role will be responsible for but not limited to the following areas:

Addressing Customer Complaints

• Assignment of a subset of ongoing customer complaints to review and determine outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes.
• Work with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement.
• Take part in initiatives to improve customer service and efficiency within the complaints area.

Supporting Vulnerable Customers

• Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication.
• Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers.

Handling Bereavement Cases

• Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times.
• Ensure we have a best‑in‑class empathetic service surrounding this process.

Collaborating with Teams

• Work closely with other customer‑facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience.

Anything else

Please note that as a part of all areas above, answering or making phone calls to these customers is considered part of the role. We’d like you to retain your product and technical knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer customers with full context.

Skills And Experience

• Excellent Communication Skills: You have strong written and verbal communication skills, and can adapt your communication style to different situations and audiences.
• Empathy and Compassion: You are empathetic and compassionate, and can build relationships with customers, especially those in vulnerable situations.
• Demonstrated maturity and professionalism, with the ability to handle and discuss difficult or sensitive topics with empathy and discretion.
• Problem‑Solving Skills: You can analyze problems, identify root causes, and develop effective solutions.
• Time Management and Organization: You can manage your time effectively, prioritize tasks, and meet deadlines.
• Adaptable and Proactive: You’re ready to work in a new team, adapt to existing processes, and suggest improvements.
• Ambitious: You’re eager to build your career in a fast‑growing company.
• Relevant Experience: You have at least 1 year of experience in a customer service or customer care role and experience in resolving customer issues or complaints, or working to de‑escalate situations.

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.
• Hybrid working environment – by the Oxo Tower.
• 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.
• Additional overtime hours are also available.
• There may be occasional requirements to work on bank holidays, depending on business needs. These will be communicated on a case‑by‑case basis.
• Hybrid work arrangement (2 days in London office, 3 days from home).