Customer Service Representative, Moneyfarm
Willis Owen
Digital wealth manager
Open for applications
Digital wealth manager
201-500 employees
Open for applications
201-500 employees
Company mission
To provide investment solutions and advice to protect and grow client wealth through time.
Role
Who you are
- To succeed, you will need a passion for learning about our products and services, the ability to remain solutions-oriented under pressure, and the drive to continuously improve processes
- We are seeking someone who shows empathy, attention to detail, and initiative — someone who thrives in a fast-paced environment, supports less experienced team members, and is committed to going above and beyond for customers
- Proven experience in a customer service role, ideally in financial services (desirable but not essential)
- Excellent verbal and written communication skills, with a customer-focused and empathetic approach
- Strong organisational skills and ability to manage time effectively in a fast-paced environment
- Confidence to handle complex queries independently and collaboratively
- Computer literacy, including knowledge of CRM systems and Microsoft Office packages
- Strong problem-solving skills with a proactive, solutions-oriented mindset
- Ability to remain calm, professional, and approachable when dealing with complaints or sensitive issues
- Attention to detail with strong multitasking skills and accuracy in record-keeping
- Ability to work with little or no supervision as well as being part of a team
- Commitment to confidentiality and handling sensitive information appropriately
- Minimum 2:1 degree (preferred)
What the job involves
- We are looking for a proactive and experienced Customer Service Representative who is passionate about delivering exceptional customer care and contributing to the success of the Willis Owen team
- This role is central to maintaining and growing our reputation for outstanding customer service, supporting both clients and colleagues across the business
- You will act as a trusted point of contact for customer and administrative support, confidently handling complex queries and ensuring smooth day-to-day operations
- Handle all incoming customer queries, issues and requests via phone, email, secure message and live chat to a high standard; make outbound calls where necessary
- Deliver exceptional customer service by responding to inquiries empathetically, professionally, and in a timely manner
- Troubleshoot and provide technical support to customers with product and service issues
- Raise, track and resolve support tickets, ensuring customer satisfaction before closure
- Investigate and resolve customer dissatisfaction and escalate where appropriate
- Process forms and life event documents accurately
- Assist customers with account registration, online account management and related queries
- Maintain accurate and up-to-date customer information in the CRM system
- Collaborate with the administration team at Embark and other departments to ensure queries are resolved promptly
- Support continuous improvement by sharing customer feedback and identifying opportunities to enhance services
- Mentor and support less experienced team members to build collective knowledge and performance
- Stay up to date with company products, services, compliance policies, and attend relevant training/development sessions
- Adhere to company compliance, AML and Data Protection policies, and work in line with FCA expectations
- Ensure all work complies with company policies and the Health and Safety at Work Act 1974
- There may be additional activities to be undertaken from time to time in order to maximise the contribution to Willis Owen’s goals and objectives
Salary benchmarks
Our take
Historically, investing was seen as only being for the wealthy. The rise of investment fund platforms changed that, but the 'beginner' investor market was still underserved.
Moneyfarm and their competitors (like Nutmeg) try to make investing in shares accessible and easy. They have a low minimum investment compared to larger asset managers and charge lower fees.
While there is plenty of space in this market for more than business (much like with banks), it will be important for players in this space to stay competitive and maintain a strong brand.
With more than 90,000 investors (a number that is growing fast), the company has over £2.5 billion invested on its platform. In addition to continued funding rounds (most recently a £44 million raise in early 2022), Moneyfarm has continued to make acquisitions, which has the company well set to see continued rapid growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jan 2022
$59m
LATE VC
Sep 2019
$46.5m
SERIES C
Total funding: $191m
Company benefits
- Flexible working
- Private healthcare
- Fee-free investment on Moneyfarm products
Company HQ
Angel, London, UK
Leadership
Giovanni Daprà
(CEO)Worked as an Associate at Deutsche Bank for five years.
Paolo Galvani
(Chairman)20 years experience in finance, including VP and Managing Director roles at Morgan Stanley and Deutsche Bank, respectively.
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