Moneybox Stowmarket, England, United Kingdom
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Moneybox Stowmarket, England, United Kingdom
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Moneybox Customer Care Executives are our complaint handler and vulnerability specialists. They work within our dedicated Customer Care team and focus on escalations and specialised service within our wider customer operations and support department. Members of this team focus on helping customers experiencing vulnerability, resolving complaints and escalations, and also with any more difficult customer situations such as bereavements.
Executives report to our Customer Care Team Lead, and work across all key areas of Customer Care. It’s therefore really important they know the full details of the Moneybox products and services, to be able to deliver customer care in the best way. We’re looking for an organised, proactive, empathetic individual with a mature approach, passionate about advocating for customers’ best interests, and prepared to have occasionally difficult conversations.
Customer Care is a small (but mighty!) team and so regular collaboration across all of our customer-facing teams is a key needed skill. Members of the team often work on initiatives to improve the service in the area, adapt to regulatory changes, and create efficiencies and customer satisfaction improvements.
What you'll do
* This role will be responsible for but not limited to the following areas:
Addressing Customer Complaints
* Ownership of a subset of ongoing customer complaints to review, determine and deliver outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes.
* Speaking with customers at the outset of their complaint both on the phone and in writing in order to gather all information.
* Delivery of the final conclusion of the complaint to the customer.
* Working with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement.
* Clearly record and report outcomes and trends.
* Take part in initiatives to improve customer service and efficiency within the complaints area
Supporting Vulnerable Customers
* Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication.
* Knowing the framework for all of our products and services and how vulnerability escalations can be created and acted upon.
* Providing updates and clear metrics on trends.
* Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers.
Handling Bereavements
* Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times.
* Working with the wider team on improvements that could aid streamlining in this area to help create great customer outcomes.
Collaborating With Teams
* Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience.
Anything Else
* Please note that as a part of all areas above, answering or making phone calls to these customers is considered part of the role
* We’d like you to retain your product and technical knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer customers with full context.
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 customer’s 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.
Who you are
* You’re ready for the challenge of working within a new team, and prepared to work with many stakeholders, as well as autonomously
* You’re able to pick up and adapt to existing processes, as well as provide focused ways to improve them
* You are passionate about improving customer experience within Moneybox, especially with reference to complaints and vulnerable customers
* You work to encourage and promote diversity within the team and provide an open and transparent environment
* You’re an enthusiastic, positive and proactive leader and you come at every
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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