Location: London, UK
Work Arrangements: Fully remote or hybrid (two days per week in London office)
Visa Sponsorship: Not available for this role
Job Description
Moneybox, a leading fintech company, is seeking a dedicated Customer Care Executive to join our team. This role focuses on managing complaints, enhancing customer service metrics, and supporting vulnerable customers. If you have a passion for improving customer experiences and thrive in a dynamic environment, this position is perfect for you.
Key Responsibilities
- Complaints Handling: Effectively manage and resolve customer complaints. Collaborate with your Team Leader to continuously improve processes and documentation.
- Service Improvement: Implement strategies to enhance key metrics such as resolution rate, EMIrate, and CSAT. Contribute to team feedback, training, and product improvements.
- Vulnerable Customer Support: Oversee the Intercom VC queue, respond appropriately to messages, and advocate for vulnerable customers through cross-functional initiatives. Participate in the Accessibility forum to drive positive changes within the app and operational models.
- Bereavement Cases: Handle incoming bereavement cases with empathy and professionalism, ensuring our service is best-in-class in these sensitive situations.
Team Dynamics
The Customer Care team supports customers needing specialized assistance, including managing complaints, overseeing vulnerable customer operations, and handling bereavement cases. The team also plays a crucial role in training and quality assurance, ensuring continuous improvement in customer interactions.
Who You Are
To excel in this role, you should be able to work independently and with multiple stakeholders. You should possess excellent communication skills, a keen eye for detail, and a passion for enhancing customer experiences. Ideal candidates will have at least one year of relevant experience, strong analytical skills, and the ability to adapt to existing processes while suggesting improvements.
Benefits and Work Environment
- Flexible Working Arrangements: Option to work fully remote or hybrid, with two days per week in the London office.
- Overtime Opportunities: Available for those looking to earn extra.
- Supportive Team Environment: Collaborate with a dynamic and dedicated team.
- Career Growth: Opportunities to grow and develop within a leading fintech company.
Why Join Moneybox?
Moneybox offers a dynamic and rewarding work environment for UK-based candidates passionate about customer service. With a focus on complaint resolution, service improvement, and supporting vulnerable customers, this role provides both challenges and rewards. If you’re eager to contribute to a leading fintech company and grow your career, apply now to explore this exciting opportunity.
Apply Today
If you’re ready to make a difference and enhance customer experiences at Moneybox, apply today and join our mission to provide exceptional customer service in the fintech industry.
