Customer Care Executive

About the Role

Moneybox Customer Care Executives 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 to ensure a positive outcome. 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 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.

In addition to the responsibilities listed in the job specification, the Customer Care Executive will also be responsible for the following duties:

De-escalation:

• Diffuse tense situations and de-escalate conflicts with customers.
• Maintain a calm and professional demeanor even under pressure.
• Actively listen to customers and address their concerns.

Prompt assistance:

• Respond to customer inquiries and complaints promptly and efficiently.
• Provide timely updates on the status of customer issues.
• Ensure that all customer inquiries are resolved in a timely manner.

Thinking out of the box with solutions:

• Identify and propose creative solutions to customer problems.
• Think laterally to find innovative ways to resolve complex issues.
• Continuously seek opportunities to improve customer service processes.