Customer Operations - Pensions 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

Pensions are one of the most important financial decisions people make, and most people find them confusing, intimidating, and easy to ignore. At Moneybox, our job is to change that and help people cut through the jargon to allow them to reach their financial goals. As a member of the Pension Operations Team, you'll play a vital role in helping our customers feel genuinely confident about their retirement. You'll be responsible for onboarding new pension customers while supporting our existing customer base, ensuring that no matter where our customers are on their pension journey, they receive an outstanding experience. This isn't just about processing transfers accurately and efficiently (though that matters enormously) – it's about making customers feel genuinely looked after, informed, and excited about what Moneybox is doing for their financial future. You will answer questions from customers, liaise with pension providers, and work with the Retirement Team and wider business to elevate issues and drive improvements. This role sits at the heart of what makes Moneybox special: brilliant operations delivered with a human touch.

What you'll do

• Manage the end-to-end pension transfer process for our customers, either via the electronic transfer portal or manually, including processing Letters of Authority and payments with speed, accuracy and care.
• Answer queries from current and prospective Moneybox Pension customers via in-app chat, email and telephone.
• Build genuine relationships with customers, keeping them fully informed on the progress of their transfer and helping them to understand and feel confident in the Moneybox pension product.
• Proactively reach out to customers at key moments in their pension journey to educate, reassure, and make them feel genuinely looked after.
• Liaise with providers via phone or email to follow up on any pending or slow transfers, representing Moneybox professionally and persistently.
• Assist customers with locating their lost pensions and utilizing our Provider Search tool.
• Process cancellation and withdrawal requests.
• Capture, review and escalate customer feedback, monitoring through to completion and ensuring both the customer and wider team are updated.
• Support the Retirement Product Team with customer initiatives and product development.
• Liaise with Investment Operations, Compliance and Retirement Product teams to continuously improve our operational processes.
• Contribute to or solely represent the pensions team with company-wide projects.
• Support the documentation and feedback of metrics around transfers to allow for constant review and optimisation.
• Support other operations and support teams during busy periods or times with low coverage.

Working week

5 days per week, 9am – 5:30pm, which will include one weekend day on rotation, typically every 4 weeks.

Who You Are

• You genuinely enjoy talking to people, not just emailing them.
• You’re comfortable picking up the phone and having a real conversation.
• You notice things others miss – a wrong digit, a missing signature, an inconsistency that doesn’t quite add up.
• You can explain complicated things simply, without making people feel stupid or overwhelmed.
• You don’t wait to be told. You see something needs doing, and you do it.
• You find genuine satisfaction in a clean queue, a resolved case, and a customer who feels properly looked after.
• You’re calm under pressure and methodical when things get busy.
• You don’t cut corners when the queue is long.
• You care about people’s money as if it were your own, because for our customers, their pension is everything.
• You’re ambitious and want to grow your career at a company that’s going places.

Experience And Skills

• Excellent written and spoken English.
• Ability to work well both individually and as part of a team.
• Good analytical and problem‑solving skills.
• Great communication and listening skills – including confidence on the telephone.
• Meticulous attention to detail.
• Previous experience in a customer service and/or operations role is a bonus.

A Day In The Life

• Morning: 9:00am – grab coffee and start the transfer queue. Overnight, 15 new requests arrive. Scan and flag any discrepancies, then process the straightforward ones.
• 10:00am – Chase providers for transfers that have been pending longer than expected. Call, reference the original request date, and push for an update while maintaining professionalism and persistence.
• 11:00am – Respond to a customer email about a pending withdrawal request. Provide a clear, warm update on the status.
• 12:00pm – Lunch break.
• 1:00pm – Handle a call from a customer with multiple old workplace pensions. Explain consolidation and how Moneybox’s product works, giving them confidence to decide.
• 2:30pm – Proactively reach out to a customer whose transfer is complete. Send a personalized message explaining what they can see in the app and who to contact with questions.
• 4:00pm – Review batch of Letters of Authority, flag any missing signatures, then close out tasks for the day and update the team.
• 5:30pm – Wrap up the day after moving money, building trust, and ensuring everything is accurate.

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.
• Hybrid work arrangement (2 days in London office, 3 days from home).