Customer Operations Executive

You'll be great at this job if:

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.

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 customers 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.