Customer Care Executive – Moneybox

Moneybox is an award-winning wealth management platform helping over 1.5 million people build wealth throughout their lives, whether saving, investing, buying their first home, or planning for retirement. Guided by the belief that wealth is about freedom, opportunities, and peace of mind, Moneybox is committed to delivering simple, reliable, and empathetic customer service. We are seeking a Customer Care Executive to join our dedicated team in London.

• Job Title: Customer Care Executive
• Company: Moneybox
• Location: London (Hybrid: 2 days in office, 3 days from home)
• Salary: Competitive (not specified)
• Contract Type: Full-Time, Permanent
• Hours: Monday–Friday, 9:00 am–5:30 pm (overtime available; occasional bank holidays)
• Department: Customer Operations / Customer Care
• DBS Requirement: Yes (criminal record and adverse credit history checks required)

About the Company

Moneybox is a fast-growing fintech company rated highly by customers and recognised for innovation in wealth management. With a mission to give everyone the means to get more out of life, Moneybox champions diversity, equity, and inclusion, ensuring all employees can bring their full selves to work.

Role Overview

The Customer Care Executive will focus on escalations, complaints, and specialised customer service, including supporting vulnerable customers and handling bereavement cases. The role requires empathy, professionalism, and strong communication skills to deliver positive outcomes and uphold Moneybox’s customer commitment.

Key Responsibilities

• De-escalate conflicts and diffuse tense customer situations calmly and professionally
• Respond promptly to customer inquiries and complaints, providing timely updates and resolutions
• Investigate and resolve customer complaints within strict timeframes, issuing clear formal responses
• Support vulnerable customers with empathy and tailored communication
• Manage bereavement cases with professionalism and compassion
• Collaborate with customer-facing teams to share insights and improve processes
• Contribute to initiatives that enhance customer satisfaction and adapt to regulatory changes
• Maintain product and technical knowledge to provide accurate, contextual support

Required Skills and Experience

• Excellent written and verbal communication skills
• Empathy, compassion, and professionalism in sensitive situations
• Strong problem-solving and analytical skills
• Effective time management and organisational abilities
• Adaptability, proactivity, and ambition to grow within a fast-paced company
• Minimum 1 year of customer service or customer care experience, including complaint resolution or de-escalation
• Experience in financial services or regulated industries

What We Offer

• Hybrid working (2 days in London office, 3 days from home)
• Overtime opportunities
• Inclusive and supportive team culture
• Career development in a fast-growing fintech company

Moneybox is committed to diversity, equity, and inclusion. Applications are welcomed from all qualified candidates regardless of background. Adjustments to the recruitment process are available to ensure equal opportunity for all applicants.

DBS and Pre-Employment Checks

This role requires criminal record and adverse credit history checks (including CCJs, IVAs, and bankruptcy). As a regulated financial business, an adverse financial history may impact suitability for the role.

Right to Work

Applicants must demonstrate their right to work in the UK independently. Visa sponsorship is not available for this role.

Not specified. Early applications are encouraged as vacancies may close once sufficient applications are received.

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