Customer Service Agent

About MoneyPlus

We provide First Aid for Finances, helping people move from crisis to control. Our debt advice and solutions are clear, personal, and built around lasting outcomes, combining digital convenience with human care.

We're a Manchester-based business with a national reach, on a path to become the UK's most trusted digital-first debt advice provider. Our culture is built on trust and respect. When our people feel valued, they pass that on to our customers.

Why do we need yo

u?To provide excellent customer service by giving accurate, compliant, and customer-appropriate assistance and resolving enquiries through the correct processes. The Customer Service Agent manages day-to-day customer contact, delivers right-first-time guidance, maintains high-quality records, and ensures all outcomes align with company policy and regulatory standard

s.

What’s in it for

you?We believe our people truly are our greatest asset, that’s why we make sure our MoneyPlus People have the best experience, right from our first interaction all the way through their career with us. There’s way too many to list, but here are a few of the best reasons to join the MoneyPlus t

• eam:Family Friendly – Having a healthy work life balance is important to us. We offer a minimum of 25 days holiday allowance per y
• ear.Social – We value the relationships our employees have with one another, encouraging them to come together. Whether it’s a catch up in our café, a team trip out, or letting their hair down at one of our free annual eve
• nts.Doing our bit – We show support in every way we can to our clients, people, and company charity. We have regular fundraising activity, organised by our very own Social and Fundraising Commit
• tee.Wellbeing –We provide a free cashback healthcare plan, as well as discounted gym and fitness deals. We also have a cycle to work scheme to encourage our people to make healthy life chan
• ges.Training – We want our people to be the best. We care about your development, which is why we provide professional training opportunities, so that you can be the best possible

you.Visit our website to find out more about our company culture https://moneyplusgroup.com/care

ers/

What do we need you

to do?
Indi

• vidual:Manage inbound customer enquiries via telephone, email, and digital channels, providing clear, accurate, and customer-appropriate advice in every inter
• action.Resolve routine service queries and complaints at first point of contact wherever possible, following agreed processes and ensuring right-first-time ou
• tcomes.Take ownership of assigned customer cases through to resolution, keeping customers updated in line with service sta
• ndards.Capture and maintain accurate and detailed customer records on CRM/internal systems, ensuring all notes, actions, and outcomes are logged correctly and are audit
• -ready.Identify when issues fall outside your authority or experience and escalate promptly with full context to the appropriate Advisor/Team
• Leader.Communicate customer options, next steps, and required actions in a way that supports understanding and good decision-
• making.Meet personal performance targets including quality, productivity, call handling, and resolutio
• n KPIs.Ensure all actions comply with FCA expectations, data protection, and internal policy, including correct handling of vulnerable cus
• tomers.Build knowledge of products, services, and processes to continuously improve the advice and support provided to cus

tomers.

• 
  Shared:Contribute to a supportive team environment, sharing learning and best practice to improve consistency and customer o
• utcomes.Support cross-team cooperation by providing clear handovers, background, and case notes when customer needs span multipl
• e areas.Promote a customer-first culture aligned to company values and expected service beh
• aviours.Actively participate in team briefings, training, and improvement activity to enhance service
• quality.Provide constructive feedback on recurring issues, process gaps, or customer insights to help drive service impro

vements.
What skills and experience do we need you

to have?

• 
  EssentialCustomer-facing experience (contact centre, retail, hospitality or
• similar).Strong verbal and written comm
• unication.Basic working knowledge of CRM or customer
• databases.Understanding of confidentiality and data protection req

uirements

• .
  DesirableExperience working in regulated financia
• l services.Exposure to complaint handling or onboarding/KYC

processes.

What behaviours do we need

you to have? Our values guide the way we do things, so we’d expect you to demonstrate behaviours ali

gned to them:
We’r

• e Always ReadyTechnical Knowledge: Good understanding of IVA processes, regulatory requirements and complia
• nce standards.Attention to Detail: Ensures high levels of accuracy and completeness in all
• case reviews.Continuous Learning: Keeps knowledge up to date with changes in regulation and inter

nal processes.
W

• e Raise the BarQuality Focus: Maintains high standards of accuracy and compliance
• in all outputs.Accountability: Takes ownership of work and ensures deadlines and expect

ations are met

• .
  We Work as OneCollaboration: Works effectively with colleagues, clients, and stakeholders to achie
• ve shared goals.Communication: Communicates clearly and professionally, both wri

tten and verbal.
We T

• reat People RightCustomer Focus: Provides helpful, accurate support to internal tea
• ms and customers.Professionalism: Maintains a positive, respectful and reliable approach in
• all interactions.Supportive Approach: Willing to assist with team workload and contribute t

o shared success.

Are yo

u ready to join us?
At MoneyPlus we want to create a work environment that inspires you to excel. Through our combination of support, working as a team and our ambition to be better, we want to help you achieve and create a future with us. So

und good? Apply now!