Job Description
If you’re looking to make a meaningful impact in customer service, the position of Customer Care Executive at Moneybox might be perfect for you. This role offers an exciting opportunity to enhance customer interactions and contribute to a growing team dedicated to exceptional service.
Role Overview
As a Customer Care Executive at Moneybox, you’ll be an integral part of our Customer Care team. Your primary responsibility will be to handle customer queries, especially those requiring additional support or escalation. This role involves engaging with both current and potential customers via Intercom and phone to address their concerns, ensuring that each interaction is handled with the utmost care and efficiency.
Key Responsibilities
- Complaints Handling: Manage and resolve summary complaints to address customer escalations effectively. Collaborate with your Team Leader to continuously review and improve current processes and documentation.
- Service Improvement: Initiate and implement strategies to enhance key metrics such as summary resolution rate, overall EMIrate, and CSAT. This includes contributing to team feedback, training, and product improvements.
- Vulnerable Customer Support: Oversee the Intercom VC queue, respond to messages appropriately, and work on cross-functional initiatives to advocate for vulnerable customers. Participate in the Accessibility forum to drive positive changes within the app and operational models.
- Bereavement Cases: Handle all incoming bereavement cases with empathy and professionalism, ensuring that our service in these sensitive situations is best-in-class.
Team Dynamics
The Customer Care team is responsible for supporting customers who need specialized assistance. This includes 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 thrive in this role, you should be prepared to work both 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
This full-time position offers flexible working arrangements, including the option to work fully remote or hybrid (with two days in the London office per week). The role also includes overtime opportunities and a supportive team environment. While Moneybox is unable to offer visa sponsorship for this role, it provides a dynamic and rewarding work environment for UK-based candidates.
The Customer Care Executive role at Moneybox is an excellent opportunity for those passionate about customer service and looking to make a difference. With a focus on complaint resolution, service improvement, and supporting vulnerable customers, this role offers both challenges and rewards. If you’re eager to contribute to a leading fintech company and grow your career, this position is worth exploring.
