Operations Executive (Apprentice)

TotallyMoney is part of the Think Money Group, which includes Ocean Finance, CredAbility, TotallyMoney and Money Wellness. This apprenticeship role is primarily based with TotallyMoney but will also cover operations for Ocean Finance and CredAbility too, with the support of the wider operations team.

Overview:

• Location: Remote UK
• Salary: Competitive apprenticeship salary, reviewed annually (TotallyMoney is a real living wage employer)
• Hours: 40 hrs/week, full-time apprenticeship
• Department: Operations
• Experience level: Entry level / Apprenticeship

About us:

At TotallyMoney, we’re on a mission to become the UK’s leading credit platform for people not served by the mainstream, helping them improve their financial wellbeing over their lifetime. This has been our mission for over 30 years, and it’s still the thing that drives us to do better and more for our customers. We do this by helping our customers make informed decisions and access personal finance products. We’re a diverse bunch from different backgrounds, united by a company culture that promotes operational excellence, customer focus, and continuous learning. If you want to join our mission to help the UK’s most under-served consumers, we want to hear from you!

What you’ll do:

As part of the Operations team, your responsibilities will include:

• Support with all inbound customer email contact, covering multiple brands - Ocean, CredAbility and TotallyMoney, responding in a clear and professional manner
• Help to identify any customer issues, trends, and pain points, escalating to the wider business where necessary
• Supporting customers with vulnerable characteristics, ensuring they receive the best possible outcome for their circumstances
• Managing and reporting on all customer success channels – responding to customer reviews and feeding back any new/emerging themes and trends where applicable
• Support with ongoing work in relation to Supplier Management
• Support with any investigations and administration required to handle customer complaints
• Produce and distribute regular MI reports, evidencing the breadth of customer feedback, trends and issues
• Assist the Operations team with colleague surveys, providing analysis and administrative support where required
• Provide ad-hoc administration support to the wider Operations team where required

Here’s what a normal day in the job might look like:

• Start your day by checking customer emails and prioritizing responses based on urgency and complexity
• Analyze customer feedback trends from the previous day and prepare summary reports for the team
• Support a vulnerable customer through their query, ensuring they receive personalized care and the best outcome
• Collaborate with the Supplier Management team on ongoing projects and documentation
• End your day by updating MI reports and preparing insights for tomorrow’s team meeting

Succeeding in your first few months includes:

• Building strong relationships with customers, colleagues, and suppliers through excellent communication
• Developing a deep understanding of the group’s products, processes, and customer base
• Contributing meaningful insights to team meetings and process improvement initiatives
• Taking ownership of your learning and development through the apprenticeship program

Requirements:

Here’s what we think you’ll need to succeed in this role:

• Be keen and excited to become part of a completely data-driven business, working in a highly regulated industry with a lot of complexity
• Have a good understanding of user experience (UX)
• Have excellent communication skills, both written and verbal
• Have the ability to work under pressure in a fast-paced environment

It’ll help if you know your way around these tools/apps:

• MS Office applications; including but not limited to Excel, Word, and PowerPoint
• Customer service platforms and CRM systems
• Data analysis and reporting tools

You’ll fit in well if you’re the type of person who:

• Appreciates the importance of good customer service and putting yourself in the customer’s shoes to deliver good customer outcomes
• Loves learning about business operations and is passionate about process improvement
• Thrives in a collaborative, fast-paced environment
• Is naturally analytical and enjoys working with data to drive insights
• Has a genuine interest in financial services and helping underserved customers

We know people, especially those from marginalised backgrounds, may hesitate to apply if they don’t meet all the requirements. Please apply anyway. We don’t expect you to be the complete package, just show us you have ambition and a willingness to learn.

Benefits:

Working at TotallyMoney has its perks. When you join the team you’ll get:

• Flexible hours — Our core hours are 7 am to 7 pm. Fit your hours within that, however you like.
• 25 days of annual leave (plus 8 bank holidays), 2 additional free days off at Christmas time, and the option to purchase an extra week off
• 40 days to work abroad — make us jealous of your stunning view.
• Parental leave so you can spend time with your new bundle of joy.
• 2 days leave to volunteer for whatever causes you’re passionate about! Plus, the opportunity to give back during work with a range of monthly charity events.
• Unlimited sick leave so you can take the time you need to get better.
• Vitality Health Insurance and reward scheme (inc. 50% off Virgin Active gyms, free access to headspace and so much more).
• Perkbox membership for a range of great discounts and freebies.
• Cycle to Work scheme and great on-site facilities to accommodate those who choose to cycle or run to work.
• Prayer/quiet room with privacy curtain and prayer mats.
• Auto-enrolment pension scheme with Scottish Widows.
• Mental health and well-being perks include talking therapies with Self-space and ‘in-the-moment’ assistance via our Employee Assistance Programme by Viviup.
• You’ll find a pup or 2 around our dog-friendly office.
• 2 annual company socials, regular team socials throughout the year, and an all-company invitation to Thursday drinks (ping pong and darts optional).
• Free breakfast on Thursdays at our company morning meeting.
• Snack jars filled with goodies, coffee machines with Caravan coffee, and a great range of herbal teas — help yourself!
• Hobby clubs and activities like football, badminton, Catan, and book club — you could even start your own!
• A cultural focus on learning and development with in-house and external training is a part of our monthly company agenda.
• FORA building membership with access to various in-building perks such as socials, breakfasts, a running track, and fitness classes.

The hiring process:

Once we’ve received your application, we’ll take a good look before getting in touch with you to discuss the next steps of the process. This will include:

• Initial phone screening with the hiring team
• Competency-based interview focusing on customer service and analytical skills
• Meeting with your potential manager, Charles Blake (Operations Manager)
• Opportunity to ask questions about the apprenticeship program and career development
• A final 30-minute chat with Alastair Douglas (CEO)

The process typically takes 2-3 weeks from application to offer.

How to apply:

The Operations team is managing the hiring process for this role. If you have any questions about the apprenticeship program or this role, you can reach out to our talent team.

Want to join our mission-driven team? Fill in your application and submit today!

Our commitment to diversity and inclusion:

At TotallyMoney, we’re committed to being an inclusive and diverse employer, and welcome applications from all sections of society. We have an active focus on diversity, equity and inclusion and continually work on our efforts in this area. We believe everyone has potential, regardless of race, religion or belief, ethnic origin, physical or mental ability, social background, age, nationality, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other differences that make you, you.