Customer Operations Executive

Job description

**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. **About the Role** Moneybox wants to help a generation invest in their future. Every day, thousands of customers trust us to move their money quickly, safely and correctly, whether that's transferring an existing ISA or LISA into Moneybox, or using their Lifetime ISA to buy their first home. As a member of the Customer Operations team, you'll be at the centre of that promise. You'll help customers get set up, keep their transfers and payments moving, and make sure that when things get complicated (and they sometimes do), someone's actually on it. This isn't just about processing cases accurately and efficiently (though that matters enormously); it's about making customers feel genuinely looked after during one of the more stressful financial moments of their lives: moving their savings or buying their first home. You'll answer questions from customers, liaise with solicitors and providers, and work with the wider business to escalate 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 You'll work within one of our sub-teams, where you will either: - Support transfers in or out, providing proactive customer support, clear communication on progress, and driving timely resolutions - Handle payments, making sure customer funds are matched to the correct accounts and resolving any issues with both the customer and the provider - Guide first-time homebuyers through their LISA withdrawal, coordinating with solicitors to ensure a seamless completion Across all three, you'll also: - Build genuine relationships with customers, keeping them fully informed and helping them feel confident in what happens next - Liaise with providers and solicitors via phone or email, representing Moneybox professionally and persistently - Capture, review, and escalate customer feedback, monitoring it through to completion - Consistently look for ways to improve our operational processes, and work with the relevant teams to make our customer experience the best it can be - Support with, or lead on, internal operational projects - Support other operations and support teams during busier 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 6 to 8 weeks. ### About You You'll be great at this job if: - 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 sort code, a missing document, 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 savings 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 Every day in Customer Operations has two distinct rhythms. One team will be making sure that the movement of our customer’s assets is completed with precision and efficiency, keeping the engine running. The other team is making sure that our customers are well informed and clear about the journey their assets are going on. **9:00am** - You grab your coffee and get straight into your queue. Overnight, new transfer requests have come in. You scan each one carefully, checking names, account details and values. Two have discrepancies that need flagging before anything is processed. You note these and work through the straightforward ones methodically and accurately. **11:00am** - You notice that the queries from customers are rising and jump into our Intercom queue to help your colleagues respond to our customers. One user is asking about a transfer they submitted last week. You check the system, see it's in progress, and send them a clear, warm update explaining exactly where things are and what happens next. You want them to feel like someone's actually looking after them. **12:00pm -** Lunchtime, and you join your colleagues for a game of darts or a virtual yoga session. **1:00pm -** You start working in the home-buying inbox. You pick up an email from a first-time buyer who's exchanging on their house in three weeks and is anxious about whether their LISA withdrawal will land in time. You send through the step by step guide on where their case is, what happens next, and give them the confidence to relax a little. You want them to feel informed, supported, and excited about moving in. **3:00pm -** You work through a batch of payment matches, checking each one carefully before confirming. You flag one with a mismatched reference and catch it before it causes a delay. You update your notes, close out your tasks for the day, and make sure tomorrow's team knows exactly where everything stands. **5:30pm -** Done. You've moved money, built trust, caught errors, and made people feel genuinely looked after. That's the job. ### Our Customer Commitment 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 customers 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. - Hybrid work arrangement (2 days in London office, 3 days from home)