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    Senior CSR Quality and Complaint Specialist - London, United Kingdom - Moneyfarm

    Moneyfarm
    Moneyfarm London, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    Who we are:

    We are a pan-European digital wealth manager with 128,000 active investors (growing fast) and over £ billion on our platform. With 210+ people across 3 offices in Italy and the UK, we are supported and funded by Poste Italiane, Cabot Square Capital, Allianz and M&G.

    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 are 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 built our business on three Principles:

  • Relationships are our first asset: We are one team built on trust, honesty and transparency. We value our relationships above all else.
  • Trust drives success: We 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 us: We see the bigger picture and ensure our customers see it, too. We always focused on the best outcomes for our clients and 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. We offer flexible working to all to accommodate our different needs and commitments. Our individual impact and output are what counts most.

    About the role:

    Main Responsibilities:

  • Work with stakeholders across all business units to investigate complex regulated and unregulated complaints based on Moneyfarm's products' expertise.
  • Ensure all complaints received are resolved successfully in line with the FCA's Fair Treatment of Customers principles, liaising with all relevant parts of the business to facilitate such outcomes.
  • Proactively keep up to date and align with industry best practices in terms of complaint handling and the fair treatment of customers.
  • Building solid relationships with customers, internal stakeholders and the FOS.
  • Undertake assigned quality checks designed to identify quality gaps and support fix activity.
  • Provide the manager with areas of concern together with opportunities for improvement.
  • Collaborate with your manager to find solutions for improving CSR quality points.

    • Processes and Procedures:

  • Maintain and ensure the continuous improvement of the Moneyfarm Complaint Handling and CSR procedures.
  • Provide feedback to increase the proportion of complaints resolved at the first point of contact and complaints which could have been avoided.
  • Establish initiatives to reduce FOS escalations.
  • Develop artefacts to improve complaints management and QA consistency, , templates.

    • Reporting and Analysing:

  • Evaluate weekly/monthly complaints & CSR data for presentation to key stakeholders.
  • Assess whether complaints indicate a broader issue within Moneyfarm and whether remediation work is necessary.
  • Conduct root cause analysis of individual complaints and annual review.
  • Monthly Data MI testing on CSR/CRM procedures and customer experience journey.

    • Risk & Compliance:

  • Ensure that all Governance and Compliance requirements are adhered to and that all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
  • Coordinate and maintain the company complaints system to ensure ongoing business compliance with FCA regulations.
  • To ensure all complaints are handled within the rules set down by the Financial Ombudsman Service and according to Company policies and procedures.

    • Requirements

  • Excellent telephone manners/communication skills.
  • Complaint handling and escalation experience.
  • Quality Assurance auditing experience in customer service.
  • Excellent interpersonal skills and listening skills.
  • Passionate about customer service and willing to go the extra mile to ensure high customer satisfaction.
  • Ability to build positive relationships with your customers confidently and personably when interacting with clients.
  • Must be a self-starter and multi-tasker - while remaining responsible and detail-oriented.
  • Constructive, positive mindset rooted in a continuous improvement approach.

    • Must have

  • 3+ years of customer service experience.
  • 1-3 years experience in handling complex complaints within an FCA-regulated environment.
  • 1-3 years experience in quality assurance auditing.
  • Fluent English verbal and written communication skills.
  • You have excellent professional communication (both written and verbal) and interpersonal skills.
  • You display strong analytical and problem-solving skills and can interrogate and summarise data with precision and attention to detail.
  • You possess strong relationship-building and stakeholder management skills.
  • Able to read and interpret data.
  • You can demonstrate strong organisational skills, with an ability to meet challenging deadlines.
  • Nice to have a degree in Economics or similar.
  • A passion for startups and a strong interest in building a career in the Financial Services Industry.
  • Good knowledge of Moneyfarm's offerings.

    • What we expect from you

  • Interest in wealth management and technology.
  • Excellent organisational skills.
  • Digital savvy.
  • Sharp, eager to learn, to have an impact, initiative taker and problem-solver.
  • Be a team player with a positive 'can-do' attitude.

    • This job is located in London, and we follow a hybrid work model which doesn't allow for remote-only work.

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