Client Services Representative in London

We are a rapidly growing pan-European digital wealth manager, serving over 167,000 active investors with more than £5.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London.

With a team of 220+ people across 4 offices in Italy and the UK, we are proudly backed and funded by major partners including Poste Italiane, Cabot Square Capital, United Ventures, and Allianz.

Our vision

Our vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time.

Our Core Values:

• Relationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else.
• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream.

What this means in practice:

At Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact.

Our diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions — it’s our competitive edge. We value people for who they are and their unique strengths: that's why we offer flexible ways of working to support them in doing their best work.

About the role:

We are looking for an experienced and proactive Customer Service Representative to join our team on a full-time basis, working 9am–6pm, Monday to Friday with the possibility of flexibility. This role requires a strong background in customer service and the confidence to take ownership of complex queries and internal support needs.

In this dynamic and varied position, you’ll play a key part in supporting both our in-office and remote teams by ensuring smooth day-to-day operations and delivering outstanding service to our clients. We’re looking for someone with proven seniority in previous customer-facing roles, someone who brings sound judgment, initiative, and a solutions-oriented mindset.

The ideal candidate is self-motivated, approachable, and thrives in a fast-paced, collaborative environment. You’ll serve as a main point of contact for customer and administrative support, helping to resolve inquiries efficiently and professionally while also contributing to service improvements and mentoring less experienced team members.

Key Responsibilities

• Handle customer inquiries independently and collaboratively via multiple channels including email, phone calls, and live chat.
• Deliver exceptional customer service by addressing queries efficiently, empathetically, and professionally.
• Ensure all customer interactions are responded to in a timely and accurate manner.
• Maintain a positive, solutions-focused approach to support customer satisfaction and retention.
• Keep accurate records of customer interactions and follow up on outstanding issues when necessary.
• Work closely with team members and other departments to resolve complex queries and improve overall service quality.

Requirements Qualifications and Skills

• Proven experience in a customer service role is essential, with a strong track record of handling inquiries across phone, email, and/or live chat.
• Previous experience in fintech, wealth management is required.
• Strong organizational skills and the ability to manage time effectively in a fast-paced environment.
• Excellent verbal and written communication skills, with a customer-focused and empathetic approach.
• A proactive, solutions-oriented mindset with a “can-do” attitude.
• High attention to detail and the ability to multitask while maintaining quality and accuracy.
• Professional, approachable demeanor and a consistently positive attitude.
• Dependable, punctual, and committed to delivering high-quality service.
• Able to work independently while contributing effectively as part of a team.
• Discretion and an understanding of how to handle sensitive or confidential information appropriately.
• Minimum 2:1 degree.

Benefits

• Health Insurance, Wellness plan.
• Fee free investments on Moneyfarm platform.
• Incentive scheme.
• Career development opportunities.
• Training opportunities.
• Regular office social events.
• Happy and friendly culture!