Support Team Executive

Role overview Support current and prospective customers of a savings and investment service, helping them get clear answers and a positive experience. You’ll handle enquiries directly and work with operational, compliance, and product colleagues to resolve issues and improve how customers are supported. The role is offered on either a permanent or fixed-term basis.

Responsibilities - Respond to customer and prospective-customer questions by phone and through a messaging platform. - Coordinate with operations and compliance colleagues to resolve queries and provide a smooth service. - Share customer feedback and work with the product team to improve the experience. - Take initiative to provide thoughtful, helpful support beyond the immediate question. - Introduce customers to the mortgage advice service when it may help with their home-buying journey.

Requirements - Excellent written and spoken English, with a personable and professional communication style. - Experience working to service metrics in a contact centre. - Direct experience using Intercom or a similar customer messaging tool is required by the source listing. - Strong problem-solving and analytical skills, with the ability to spot patterns and prioritise work. - Able to work independently and collaboratively in a fast-changing environment. - Interest in savings and investing, and willingness to build knowledge of these areas.

Benefits and work setup - Remote or hybrid working, with two days a week in a London office for hybrid staff. - Five working days per week, including rotational weekend shifts. Listed shifts range from 8:00 am to 8:00 pm; training hours are 9:00 am to 5:30 pm. - Benefits listed include pension and bonus schemes, private medical insurance, a health cash plan, a learning budget, enhanced parental leave, and 25 days of annual leave plus public holidays. - Additional support includes a home-office furniture allowance, cycle schemes, and a wellbeing subscription.