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Customer Care Complaints Executive

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Moneybox

2mo ago

  • Job
    Full-time
    Junior (1-2 years)
  • London
  • Quick Apply

AI generated summary

  • You should have strong communication skills, problem-solving abilities, customer service experience, and a proactive approach to handling complaints effectively and empathetically.
  • You will handle customer complaints, provide solutions, communicate effectively, and ensure customer satisfaction through thorough issue resolution and follow-ups.

Requirements

  • 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
  • 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 challenge with an open-mind
  • You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
  • You’re communicative and able to argue for your ideas appropriately and professionally
  • You value constructive feedback and is able to see it as a chance for improvement to better your skills
  • You’re a confident and friendly individual who is able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
  • You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company
  • Great written and verbal communication skills
  • Strong analytical and problem-solving skills
  • Ability to understand complex processes and able to explain them clearly to customers and team members
  • Meticulous attention to detail
  • Great time management skills
  • Relevant experience in a similar role
  • Internal hires: This role is available to all current executives within the existing teams
  • External hires: Minimum 1+ years of experience in a similar role
  • Five days per week which will include weekend days in a rotational system
  • Shifts are 9 am – 5:30 pm. Additional overtime hours are also available
  • This role can be fully remote within the UK or hybrid (2 days in the London office per week)
  • Please note that the tax year black out for this role would be the month of April

Responsibilities

  • This role will be responsible for but not limited to the following areas:
  • Complaints:
  • Working on a proportion of summary complaints as they come in to help resolve customer escalations
  • Working on any resulting final responses where these are not resolved initially to ensure we’re sending these out swiftly and accurately
  • Work with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement
  • Improvements:
  • Initiatives to improve key metrics including summary resolution rate, overall EMI:Complaints rate and CSAT with complaints ongoing - including, but not limited to, phone calls, team feedback, training, product feedback, etc.
  • Wider company and team understanding and acknowledgement of the area
  • Support with reporting on root cause analysis of Complaints and providing feedback on areas of improvement across the teams
  • 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 Intercom knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer complaints with full context.

FAQs

What role will I be playing as a Customer Care Complaints Executive?

As a Complaints Executive, you will be responsible for providing exceptional service to customers who require additional support, particularly in resolving complaints and escalations. You'll also collaborate with the Team Leader to improve processes and metrics related to customer care.

What does the Customer Care team focus on?

The Customer Care team advocates for customers needing specialized expertise, oversees the complaints handling process, supports vulnerable customers, and manages bereavement cases, aiming to continuously improve customer interactions and experiences.

What kind of tasks will I handle in this role?

Your responsibilities will include resolving summary complaints, drafting final responses for unresolved issues, assisting in process improvement initiatives, conducting root cause analysis for complaints, and participating in customer conversations to maintain context and knowledge of ongoing issues.

What are the key metrics I will focus on improving?

You will work to improve metrics such as summary resolution rate, overall EMI:Complaints rate, and customer satisfaction (CSAT) scores, through initiatives involving feedback, training, and reporting.

How does Moneybox prioritize customer commitment?

Moneybox prioritizes customer commitment by ensuring a simple, reliable service that supports customers in achieving their goals. The company values the customer journey by putting relationships first, advocating for customers, maintaining integrity, providing clarity, and ensuring team expertise.

What qualities are essential for success in this role?

Successful candidates should be organized, communicative, open to feedback, enthusiastic, proactive, and able to manage daily workflows while advocating for the best interests of customers and the team.

What experience is required for this position?

You should have at least 1+ years of relevant experience in a similar role, with strong written and verbal communication skills, analytical and problem-solving capabilities, and meticulous attention to detail.

What are the working hours and conditions for this role?

The role requires you to work five days a week, including weekends on a rotational basis. Shifts are from 9 am to 5:30 pm, and additional overtime may be available. You can work fully remote within the UK or in a hybrid setup, with two days per week in the London office.

Is visa sponsorship available for this position?

No, the company does not offer visa sponsorship for this role, and only applications from individuals based in the UK will be considered.

What checks will be conducted if I am offered the position?

If offered, your employment will be conditional upon satisfactory pre-employment checks, including criminal record and adverse credit history checks, as these could impact your suitability for the role in a regulated financial business.

Moneybox

Turn your money into something greater with Moneybox.

Finance
Industry
201-500
Employees

Mission & Purpose

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