Customer Operations - Pensions Executive
London
Customer Operations – Customer Operations /
Full Time /
On-site
As a member of the Pension Operations Team, you’ll be responsible for onboarding new pension customers while supporting our existing customer base. You’ll be ensuring that no matter where our customers are on their pension journey they receive great customer service.
You’ll be answering questions from customers, contacting pension providers and providing general support to the wider Customer Operations team. You’ll work with the Retirement Team and wider business to ensure we escalate issues and implement improvements to our product and processes. This work is instrumental in the continuous development of the team and Moneybox pension as a whole, ensuring that the service received by all customers is a great one!
What you'll do
- Managing the end to end pension transfer process for our customers.
- Answering queries from prospective Moneybox Pension customers.
- Communicating with customers and keeping them fully informed on the progress of their transfer.
- Liaising with providers via phone or email to follow-up on any pending or slow transfers.
- Ensure that customer feedback is captured, reviewed and learnt from. Escalate issues and monitor through to completion, ensuring the customer and wider team are updated. Support the Retirement Product Team with customer initiatives and product development.
- Liaise with Investment Operations, Compliance and Retirement Product teams to formalise, review and continuously improve our operational processes.
- Support the documentation and feedback of metrics around transfers to allow for constant review and optimisation.
- Working week – 5 days per week, 9am – 5:30pm which will include one weekend day on rotation typically every 5-6 weeks.
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 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.
- 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.
- 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.
- We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.
- 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.
We RAISE the bar with our service....
Relationship:
Advocacy:
Integrity:
Simplicity:
Expert App Knowledge:
Who you are
- A driven and ambitious individual who’s looking to build their career at an exciting very fast-growing company.
- Someone with an analytic approach and problem-solving attitude to help make sure all customer’s transfers are completed from beginning to end.
- Able to communicate sometimes complex concepts to customers in a friendly and patient manner.
- Similarly, able to convey a professional and persistent approach when dealing with pension providers.
- Naturally personable, a great communicator and collaborator who has a passion for and takes pride in their work.
- Excited about being part of a fast-growing company during an exciting period of new products and features.
- Knows how to have fun whilst maintaining a professional outlook.
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.
- Meticulous attention to detail.
- Previous experience in a similar customer service and/or operations role is a bonus.
Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
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.
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Please read before you apply!
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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 rather we did not keep your details on file, you can contact us at email: DPO@moneyboxapp.com
Your application will be subject to criminal record and adverse credit history checks (such as CCJs, IVAs and bankruptcy). 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.
