Customer Care Executive

Moneybox

Customer Care Executive addressing customer escalations and specialised service with empathy. Collaborating with teams to enhance customer satisfaction while working in a hybrid environment.

Posted 7/24/2026full-timeLondon • 🇬🇧 United KingdomJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication skills and empathy while managing customer complaints and supporting vulnerable customers. Proven ability to analyze problems, suggest process improvements, and maintain professionalism in sensitive situations.

Highest-signal resume keywords

Customer Service ExperienceEmpathy and CompassionProblem-Solving SkillsTime ManagementExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

AdaptableProactiveMaturity and Professionalism

Industry Keywords

Customer ComplaintsVulnerable CustomersBereavement CasesOperational ProcessesCustomer Experience

About the role

Key responsibilities & impact

This role will be responsible for but not limited to the following areas: Addressing Customer Complaints: Assignment of a subset of ongoing customer complaints to review and determine outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes.
Work with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement
Take part in initiatives to improve customer service and efficiency within the complaints area
Supporting Vulnerable Customers: Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication.
Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers.
Handling Bereavement Cases: Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times. Ensure we have a best-in-class empathetic service surrounding this process
Collaborating with Teams: Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience.
Anything else: Please note that as a part of all areas above, answering or making phone calls to these customers is considered part of the role.
We’d like you to retain your product and technical knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer customers with full context.
Additional overtime hours are also available. There may be occasional requirements to work on bank holidays, depending on business needs.

Requirements

What you’ll need

Excellent Communication Skills: You have strong written and verbal communication skills, and can adapt your communication style to different situations and audiences.
Empathy and Compassion: You are empathetic and compassionate, and can build relationships with customers, especially those in vulnerable situations.
Demonstrated maturity and professionalism, with the ability to handle and discuss difficult or sensitive topics with empathy and discretion.
Problem-Solving Skills: You can analyze problems, identify root causes, and develop effective solutions.
Time Management and Organization: You can manage your time effectively, prioritize tasks, and meet deadlines.
Adaptable and Proactive: You're ready to work in a new team, adapt to existing processes, and suggest improvements.
Ambitious: You're eager to build your career in a fast-growing company.
Relevant Experience: You have at least 1 year of experience in a customer service or customer care role and experience in resolving customer issues or complaints, or working to de-escalate situations.

Benefits

Comp & perks

Opportunity to join a fast-growing, award-winning and super ambitious company
Work with a friendly team of highly motivated individuals
Be in an environment where you are listened to and can actually have an impact
Thriving collaborative and inclusive company culture
Company pension scheme
Company bonus scheme
Hybrid working environment – by the Oxo Tower
Home office furniture allowance
Personal Annual Learning and Development budget
Private Medical Insurance
Health Cash Plan – cashback on everyday healthcare like dental and opticians
Cycle to work scheme – spread the cost of a new bike and accessories
CycleSaver – save on bike-share subscriptions and have a more sustainable commute
Wellhub subscription to a variety of gyms and wellbeing apps
Enhanced parental pay & leave
25 days holiday + bank holidays with additional days added with length of service.