At a Glance
- Tasks: Provide exceptional phone-based customer support and ensure a great experience for customers.
- Company: Join Moneybox, an award-winning wealth management platform with a mission to empower everyone.
- Benefits: Enjoy competitive salary, remote work options, health benefits, and personal development budget.
- Other info: Flexible working environment with opportunities for career growth and a vibrant company culture.
- Why this job: Be part of a passionate team making a real difference in customers' financial journeys.
- Qualifications: Experience in phone customer service and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
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
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
- Interact with current and potential customers primarily through our phone line.
- Work with the wider Operations and Compliance team to ensure a great customer experience.
- Understand how to interact with customers via email or chats where follow ups are required.
- You’ll learn some of our key operational tasks, to help out our Pensions and Customer Operations teams on these where needed.
- Work within an energised and passionate team, sharing your knowledge and experiences.
- Look for ways to go ‘above and beyond’ to make customers happy.
Who you are
- Must have prior experience providing exceptional customer service over the phone, consistently throughout your working day.
- Passionate about delivering exceptional customer experiences and building trust-based relationships.
- Empathetic, proactive, and solution-oriented, always prioritising customer needs.
- Strong communicator with the ability to convey complex information clearly and effectively.
- Detail-oriented, adaptable, and committed to continuous improvement.
- Collaborative and motivated by helping customers succeed and ensuring a seamless experience.
Working days: Five days per week, Monday to Friday. Shifts are 9am - 5:30pm. Additional overtime hours are also available.
Experience and skills
- Excellent written and spoken English.
- Ability to work well both individually and as part of a team.
- Relevant work experience.
- Good analytical and problem solving skills.
- 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 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).
Visa Sponsorship: At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Phone Support Team Executive employer: Moneybox
At Moneybox, we pride ourselves on being an excellent employer by fostering a supportive and collaborative work culture that prioritises employee well-being and growth. Our Customer Operations Specialists play a crucial role in helping first-time homebuyers navigate their financial journeys, and we offer comprehensive training, career development opportunities, and a vibrant team environment in a location that encourages work-life balance. Join us to make a meaningful impact while enjoying the unique advantages of working in a dynamic fintech company.
StudySmarter Expert Advice🤫
We think this is how you could land Phone Support Team Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moneybox. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moneybox before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Phone Support Team Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moneybox:Your cover letter is your chance to shine! Tell us why you want to work at Moneybox specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moneybox!
How to prepare for a job interview at Moneybox
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
