Willis Owen is a part of the Moneyfarm Group, a pan-European digital wealth manager with more than 130,000 active investors (and growing quickly) and over €5 billion invested on our platform.
Willis Owen itself has over 20 years of experience in helping UK investors make smarter financial decisions. Known for its customer-first approach, Willis Owen provides a trusted platform, expert insights, and a wide range of investment solutions designed to empower individuals to take control of their financial future. By combining Willis Owen's heritage of client trust with Moneyfarm's cutting-edge digital solutions, we are uniquely positioned to deliver long-term value, innovation, and peace of mind to our customers.
About the role
We are looking for a proactive and experienced Customer Service Representative who is passionate about delivering exceptional customer care and contributing to the success of the Willis Owen team. This role is central to maintaining and growing our reputation for outstanding customer service, supporting both clients and colleagues across the business.
You will act as a trusted point of contact for customer and administrative support, confidently handling complex queries and ensuring smooth day-to-day operations. To succeed, you will need a passion for learning about our products and services, the ability to remain solutions-oriented under pressure, and the drive to continuously improve processes.
We are seeking someone who shows empathy, attention to detail, and initiative — someone who thrives in a fast-paced environment, supports less experienced team members, and is committed to going above and beyond for customers.
Key Responsibilities
Handle all incoming customer queries, issues and requests via phone, email, secure message and live chat to a high standard; make outbound calls where necessary
Deliver exceptional customer service by responding to inquiries empathetically, professionally, and in a timely manner
Troubleshoot and provide technical support to customers with product and service issues
Raise, track and resolve support tickets, ensuring customer satisfaction before closure
Investigate and resolve customer dissatisfaction and escalate where appropriate
Process forms and life event documents accurately
Assist customers with account registration, online account management and related queries
Maintain accurate and up-to-date customer information in the CRM system
Collaborate with the administration team at Embark and other departments to ensure queries are resolved promptly
Support continuous improvement by sharing customer feedback and identifying opportunities to enhance services
Mentor and support less experienced team members to build collective knowledge and performance
Stay up to date with company products, services, compliance policies, and attend relevant training/development sessions
Adhere to company compliance, AML and Data Protection policies, and work in line with FCA expectations
Ensure all work complies with company policies and the Health and Safety at Work Act 1974
There may be additional activities to be undertaken from time to time in order to maximise the contribution to Willis Owen's goals and objectives.
Requirements
Proven experience in a customer service role, ideally in financial services desirable
Excellent verbal and written communication skills, with a customer-focused and empathetic approach
Strong organisational skills and ability to manage time effectively in a fast-paced environment
Confidence to handle complex queries independently and collaboratively
Computer literacy, including knowledge of CRM systems and Microsoft Office packages
Strong problem-solving skills with a proactive, solutions-oriented mindset
Ability to remain calm, professional, and approachable when dealing with complaints or sensitive issues
Attention to detail with strong multitasking skills and accuracy in record-keeping
Ability to work with little or no supervision as well as being part of a team
Commitment to confidentiality and handling sensitive information appropriately
Minimum 2:1 degree (preferred)