Customer Care Executive

About the role

Moneybox is seeking a Customer Care Executive to join its dedicated Customer Care team. The role focuses on handling escalations, supporting vulnerable customers, and resolving complex issues such as complaints and bereavements. You will work closely with the Customer Care Team Lead and other customer‑facing teams to ensure positive outcomes.

Key responsibilities

• De‑escalate tense situations and manage conflicts with customers while maintaining a calm, professional demeanor.
• Respond promptly to customer inquiries and complaints, providing timely updates and ensuring issues are resolved within set timeframes.
• Investigate and adjudicate a subset of ongoing complaints, delivering clear, formal responses.
• Support vulnerable customers through written and phone communication, offering guidance and empathy.
• Handle bereavement cases with sensitivity and appropriate assistance.
• Collaborate with the Team Leader to review and improve processes, documentation, and service efficiency.
• Contribute to initiatives aimed at enhancing customer satisfaction and adapting to regulatory changes.

Required profile

• Empathetic and mature approach with a passion for advocating on behalf of customers.
• Strong communication skills, both written and verbal, capable of handling difficult conversations.
• Ability to work collaboratively across multiple customer‑facing teams.
• Proactive mindset with a willingness to propose creative solutions and improvements.

Required skills