Customer Service & Operations – Impact Investing Fintech
The Big Exchange is the home of ethical and impact investing. We make it easier for our customers to choose funds that are investing in companies creating positive solutions to combat the world's biggest challenges. Co-founded by The Big Issue and backed by financial heavyweights, we are driven by our mission:
To create, promote, and advance an inclusive financial system in the UK, with the intention that it delivers a positive social and environmental impact.
The successful candidate will be motivated and committed to our mission and will be the first port of call for our customers. Any query, feedback, insight, or engagement from our customers will be your bread and butter. The Big Exchange is designed to be as user-friendly as possible but if our customers need that extra help, they will look to speak with you.
Your role will include:
· Leading the customer service and operations function of The Big Exchange,
· Answering calls and monitoring our customer enquiries inboxes,
· Maintaining and developing our customer relationship management software,
· Working with our platform provider and custodian to ensure good customer outcomes,
· Reviewing customer feedback and reporting back on ways we can improve,
· Working with the wider team on a variety of projects,
· Helping to embed Consumer Duty throughout what we do and,
· Bringing fresh ideas to how we can improve our customer's experience.
The Big Exchange is a small dynamic team and there may be times when you will be doing some things that might not be part of the day-to-day. As the business expands and we adapt to growing customer needs, the ideal candidate will be:
· Customer-focused, focusing on making people’s experience the best it can be,
· Previous experience working with Financial Services,
· Confident working within a highly regulated environment and the responsibilities that entail,
· Personable and articulate with strong written and communications skills,
· Diligent, has attention to detail and a commitment to certain fixed hours,
· Has an understanding of CRM systems and Microsoft Office
· Versatile, agile and can step outside of this job description,
· Someone who understands and believes in our mission and purpose and is motivated by, and committed to, creating positive social and environmental change.
We are a team of people who care about our community and customers and who want to make a positive change in the world. We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Pay: £25,420.00-£27,000.00 per year
Work Location: Hybrid remote in London
