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
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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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:
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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.