Senior Customer Operations Rep - 3 month FTC

About us:

TotallyMoney is the free personal finance app that gives people the plans, products and help they need to unlock a life of more choices. It’s all about creating a fairer financial world where people who’ve been left behind can make their financial data work for them. Put simply, we help them move closer towards their financial goals.

We’re a diverse bunch from different backgrounds, united by a company culture that promotes autonomy, collaboration and innovation. We’ve even been voted one of the UK’s Best Companies to Work For! If you want to join our mission to help the UK’s most under-served consumers — we want to hear from you.

Please note: this is a 3 month fixed-term contract, and we are seeking someone immediately available. We would be open to flexibility with working days/ hours for this role, for example part-time to accommodate school hours etc. Please ask!

What you’ll do:

As a part of our small, tight-knit Customer Operations (COps) Team, you’ll support our growing customer base, responding to their queries (mostly via email) in a way that's personable, empathetic and fair. We're proud of our industry-leading responsiveness and customer satisfaction ratings, and you’ll help us improve how we care for our customers.

Here’s what a normal day in the job might look like:

• Responding quickly and effectively to queries from our customers – staying true to our tone of voice and making complex information easy to understand.
• Creating and presenting reports to the business on key customer trends and issues, helping to keep the customer at the heart of everything we do.
• Proactively anticipating future customer pain points before they escalate, ensuring you act as the voice for our customer across the business; particularly through working in our Product Missions to ensure we’re delivering a service that aligns with our customers’ needs and feedback.
• Creating customer-facing content, including guides and FAQs to educate customers

Succeeding in your first month or so might include:

• Bringing a creative, proactive approach to customer support which aims to go beyond satisfaction to delight our customers.
• Collaborating with internal departments and external partners to manage escalated issues such as Complaints and GDPR requests.

Whilst customer support is a core part of the role, you’ll also have other responsibilities such as managing our public review platforms (such as App Store & Play Store) and championing our customers in cross-functional projects. Communication and customer centricity is key to effectively represent the of voices of our customers to key stakeholders across the business.

We don't expect you to know everything about the credit industry from the off! This role is ever-changing and driven by your initiative and passion to understand our customers to fix things forwards - one of our company's values. This role is for someone who wants to join an ambitious team that works hard and cares about each other and the customers we serve.

Requirements

Qualifications and skills:

Here’s what we think you’ll need to succeed in this role:

• Experience in a customer service role (if it’s financial services, even better!)
• Experience using customer service platforms (we use Intercom)
• Strong communication and presentation skills that allow you to inform, understand and advise customers and colleagues alike.
• Drive: you’re motivated by hitting targets and making a positive difference with a can-do attitude!
• The ability to prioritise, multi-task, and manage time effectively.

You’ll fit in well if you’re the type of person who:

• Is passionate about going above and beyond to help customers improve their financial wellbeing and navigate the world of credit.
• Is empathetic and understands the importance of tailoring your support to different customers. Experience supporting customers with vulnerabilities would be a bonus!
• Is interested in consumer finance, new technologies, and the potential of services like TotallyMoney to provide real help to millions of people.

We know people, especially those from marginalised backgrounds, may hesitate to apply if they don’t meet all the requirements. Please apply anyway. We don’t expect you to be the complete package, just show us you have ambition and a willingness to learn.

Benefits

What you’ll get from us:

Working at TotallyMoney has its perks. When you join the team you’ll get:

• 🏢 Hybrid working — We operate a hybrid policy. 2 days of your choice in our office.
• 🕜 Flexible hours — Our core hours are 7 am to 7 pm. Fit your hours within that, however you like.
• ⛱️ 25 days of annual leave (plus 8 bank holidays), 2 additional free days off at Christmas time, and the option to purchase an extra week off.
• 🌅 40 days to work abroad — make us jealous of your stunning view.
• 🍼 Enhanced parental leave so you can spend time with your new bundle of joy.
• 💜 2 days leave to volunteer for whatever causes you’re passionate about! Plus, the opportunity to give back during work with a range of monthly charity events.
• 😷 Unlimited sick leave so you can take the time you need to get better.
• 🩺 Vitality Health Insurance and reward scheme (inc. 50% off Virgin Active gyms, free access to headspace and so much more).
• 🎁 Perkbox membership for a range of great discounts and freebies.
• 🚲Cycle to Work scheme and great on-site facilities to accommodate those who choose to cycle or run to work.
• 🤲 Prayer/quiet room with privacy curtain and prayer mats.
• 💹 Auto-enrolment pension scheme with Scottish Widows.
• 🧠 Mental health and well-being perks include talking therapies with Self-space and ‘in-the-moment’ assistance via our Employee Assistance Programme by Viviup.
• 🐶 You’ll find a pup or 2 around our dog-friendly office.
• 💃 2 annual company socials, regular team socials throughout the year, and an all-company invitation to Thursday drinks (ping pong and darts optional).
• 🥐 Free breakfast on Thursdays at our company morning meeting.
• 🍫 Snack jars filled with goodies, coffee machines with Caravan coffee, and a great range of herbal teas — help yourself!
• ⚽ Hobby clubs and activities like football, padel, Catan, and book club — you could even start your own!
• 📚 A cultural focus on learning and development with in-house and external training is a part of our monthly company agenda.
• 🌱 FORA building membership with access to various in-building perks such as socials, breakfasts, a running track, and fitness classes.

Our commitment to diversity and inclusion:

At TotallyMoney, we’re committed to being an inclusive and diverse employer, and welcome applications from all sections of society. We have an active DE&I (Diversity, Equity and Inclusion) committee led by employees and continually work on our DE&I efforts. We believe everyone has potential, regardless of race, religion or belief, ethnic origin, physical or mental ability, social background, age, nationality, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other differences that make you, you.