Customer Operations Executive

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.

Job brief

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.

Who you are

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.

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.
• Remote or Hybrid work arrangement (2 days in London office, 3 days from home)

Our office is in London, by the Oxo Tower

Our Commitment to DE&I
At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential

Working Policy:
We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.

Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

Please read before you apply!
Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks. As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance. By sending us your application you acknowledge and agree to Moneybox using your personal data as described below.

We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.

If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future. If you would like to reach us then please email: talent@moneybox.com. If you would rather we did not keep your details on file, you can contact us at: DPO@moneyboxapp.com

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