Customer Service Agent

About MoneyPlus

We provide First Aid for Finances, helping people move from crisis to control. Our debt advice and solutions are clear, personal, and built around lasting outcomes, combining digital convenience with human care. We're a Manchester-based business with a national reach, on a path to become the UK's most trusted digital-first debt advice provider. Our culture is built on trust and respect. When our people feel valued, they pass that on to our customers.

Job Purpose:

To provide excellent customer service by giving accurate, compliant, and customer-appropriate assistance and resolving enquiries through the correct processes. The Customer Service Agent manages day-to-day customer contact, delivers right-first-time guidance, maintains high-quality records, and ensures all outcomes align with company policy and regulatory standards.

What’s in it for you?

• Family Friendly: Having a healthy work-life balance is important to us. We offer a minimum of 25 days holiday allowance per year.
• Social: We value the relationships our employees have with one another, encouraging them to come together.
• Doing our bit: We show support in every way we can to our clients, people, and company charity.
• Wellbeing: We provide a free cashback healthcare plan, as well as discounted gym and fitness deals.
• Training: We want our people to be the best. We care about your development, which is why we provide professional training opportunities.

Key Responsibilities:

• Manage inbound customer enquiries via telephone, email, and digital channels, providing clear, accurate, and customer-appropriate advice in every interaction.
• Resolve routine service queries and complaints at first point of contact wherever possible, following agreed processes and ensuring right-first-time outcomes.
• Take ownership of assigned customer cases through to resolution, keeping customers updated in line with service standards.
• Capture and maintain accurate and detailed customer records on CRM/internal systems, ensuring all notes, actions, and outcomes are logged correctly and are audit-ready.
• Identify when issues fall outside your authority or experience and escalate promptly with full context to the appropriate Advisor/Team Leader.
• Communicate customer options, next steps, and required actions in a way that supports understanding and good decision-making.
• Meet personal performance targets including quality, productivity, call handling, and resolution KPIs.
• Ensure all actions comply with FCA expectations, data protection, and internal policy, including correct handling of vulnerable customers.
• Build knowledge of products, services, and processes to continuously improve the advice and support provided to customers.

Shared:

• Contribute to a supportive team environment, sharing learning and best practice to improve consistency and customer outcomes.
• Support cross-team cooperation by providing clear handovers, background, and case notes when customer needs span multiple areas.
• Promote a customer-first culture aligned to company values and expected service behaviours.
• Actively participate in team briefings, training, and improvement activity to enhance service quality.
• Provide constructive feedback on recurring issues, process gaps, or customer insights to help drive service improvements.

Compliance and Limits to Authority

Compliance: Ensure all customer interactions comply with FCA standards, internal governance, and data protection requirements. Promote a culture of transparency, fairness, and correct customer outcomes.

Limits to Authority: Authorised to resolve standard customer service queries and complaints within agreed procedures. Any non-standard outcomes, high-risk cases, or complaints requiring exceptions must be escalated to an Advisor/Team Leader.

What skills and experience do we need you to have?

Essential:

• Customer-facing experience (contact centre, retail, hospitality or similar).
• Strong verbal and written communication.
• Basic working knowledge of CRM or customer databases.
• Understanding of confidentiality and data protection requirements.

Desirable:

• Experience working in regulated financial services.
• Exposure to complaint handling or onboarding/KYC processes.

Our Values:

• We’re Always Ready: Good understanding of IVA processes, regulatory requirements and compliance standards.
• We Raise the Bar: Maintains high standards of accuracy and compliance in all outputs.
• We Work as One: Works effectively with colleagues, clients, and stakeholders to achieve shared goals.
• We Treat People Right: Provides helpful, accurate support to internal teams and customers.

Are you ready to join us?

At MoneyPlus we want to create a work environment that inspires you to excel. Through our combination of support, working as a team and our ambition to be better, we want to help you achieve and create a future with us. Sound good? Apply now!