Willis Owen is a part of the Moneyfarm Group, a pan-European digital wealth manager with more than 130,000 active investors (and growing quickly) and over €5 billion invested on our platform.
Willis Owen itself has over 20 years of experience in helping UK investors make smarter financial decisions. Known for its customer-first approach, Willis Owen provides a trusted platform, expert insights, and a wide range of investment solutions designed to empower individuals to take control of their financial future. By combining Willis Owen’s heritage of client trust with Moneyfarm’s cutting-edge digital solutions, we are uniquely positioned to deliver long-term value, innovation, and peace of mind to our customers.
About the role
We are looking for a proactive and experienced Customer Service Representative who is passionate about delivering exceptional customer care and contributing to the success of the Willis Owen team. This role is central to maintaining and growing our reputation for outstanding customer service, supporting both clients and colleagues across the business.
You will act as a trusted point of contact for customer and administrative support, confidently handling complex queries and ensuring smooth day-to-day operations. To succeed, you will need a passion for learning about our products and services, the ability to remain solutions-oriented under pressure, and the drive to continuously improve processes.
We are seeking someone who shows empathy, attention to detail, and initiative — someone who thrives in a fast-paced environment, supports less experienced team members, and is committed to going above and beyond for customers.
Key Responsibilities
- Handle all incoming customer queries, issues and requests via phone, email, secure message and live chat to a high standard; make outbound calls where necessary
- Deliver exceptional customer service by responding to inquiries empathetically, professionally, and in a timely manner
- Troubleshoot and provide technical support to customers with product and service issues
- Raise, track and resolve support tickets, ensuring customer satisfaction before closure
- Investigate and resolve customer dissatisfaction and escalate where appropriate
- Process forms and life event documents accurately
- Assist customers with account registration, online account management and related queries
- Maintain accurate and up-to-date customer information in the CRM system
- Collaborate with the administration team at Embark and other departments to ensure queries are resolved promptly
- Support continuous improvement by sharing customer feedback and identifying opportunities to enhance services
- Mentor and support less experienced team members to build collective knowledge and performance
- Stay up to date with company products, services, compliance policies, and attend relevant training/development sessions
- Adhere to company compliance, AML and Data Protection policies, and work in line with FCA expectations
- Ensure all work complies with company policies and the Health and Safety at Work Act 1974
There may be additional activities to be undertaken from time to time in order to maximise the contribution to Willis Owen’s goals and objectives.
Requirements
- Proven experience in a customer service role, ideally in financial services desirable
- Excellent verbal and written communication skills, with a customer-focused and empathetic approach
- Strong organisational skills and ability to manage time effectively in a fast-paced environment
- Confidence to handle complex queries independently and collaboratively
- Computer literacy, including knowledge of CRM systems and Microsoft Office packages
- Strong problem-solving skills with a proactive, solutions-oriented mindset
- Ability to remain calm, professional, and approachable when dealing with complaints or sensitive issues
- Attention to detail with strong multitasking skills and accuracy in record-keeping
- Ability to work with little or no supervision as well as being part of a team
- Commitment to confidentiality and handling sensitive information appropriately
- Minimum 2:1 degree (preferred)
Who we are:We’re a pan-European digital wealth manager with 50,000 active investors (growing fast!) and over £1.2 billion invested on our platform. With 130+ people across 3 offices in Italy and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital and Allianz. We started in 2011 in Milan with a simple vision - to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London. Mission:To provide investment solutions and advice to protect and grow client wealth through time.Our core values:We’ve built our business on three Principles:- Relationships are our first assetWe’re one team, built on trust, honesty and transparency. We value our relationships above all else.- Trust drives successWe give each other the space to grow. We empower our employees to succeed, so they can make a real impact.- Our customers dream big, just like usWe see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream. What this means in practice:At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are – their backgrounds, experiences, talents, knowledge and individual differences. This is what makes us better at what we do. To accommodate our different needs and commitments, we offer flexible working to all. Our individual impact and output is what counts most.
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