Customer Operations - Pensions Executive

About Moneybox

At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement.

Pensions are one of the most important financial decisions people make, and most people find them confusing, intimidating, and easy to ignore. At Moneybox, our job is to change that and help people cut through the jargon to allow them to reach their financial goals.

As a member of the Pension Operations Team, you'll play a vital role in helping our customers feel genuinely confident about their retirement.

You'll be responsible for onboarding new pension customers while supporting our existing customer base, ensuring that no matter where our customers are on their pension journey, they receive an outstanding experience. This isn't just about processing transfers accurately and efficiently (though that matters enormously) - it's about making customers feel genuinely looked after, informed, and excited about what Moneybox is doing for their financial future.

You'll answer questions from customers, liaise with pension providers, and work with the Retirement Team and wider business to elevate issues and drive improvements. This role sits at the heart of what makes Moneybox special: brilliant operations delivered with a human touch.

• Manage the end-to-end pension transfer process for our customers, either via the electronic transfer portal or manually, including processing Letters of Authority and payments – with speed, accuracy and care.
• Answer queries from current and prospective Moneybox Pension customers via in-app chat, email and telephone.
• Build genuine relationships with customers, keeping them fully informed on the progress of their transfer and helping them to understand and feel confident in the Moneybox pension product.
• Proactively reach out to customers at key moments in their pension journey to educate, reassure, and make them feel genuinely looked after.
• Liaise with providers via phone or email to follow up on any pending or slow transfers, representing Moneybox professionally and persistently.
• Assist customers with locating their lost pensions and utilising our Provider Search tool.
• Process cancellation and withdrawal requests.
• Capture, review and elevate customer feedback, monitoring through to completion and ensuring both the customer and wider team are updated.
• Support the Retirement Product Team with customer initiatives and product development.
• Liaise with Investment Operations, Compliance and Retirement Product teams to continuously improve our operational processes.
• Contribute to or solely represent the pensions team with company-wide projects.
• Support the documentation and feedback of metrics around transfers to allow for constant review and optimisation.
• Support other operations and support teams during busy periods or times with low coverage.

5 days per week, 9am – 5:30pm, which will include one weekend day on rotation, typically every 4 weeks.

We RAISE the bar with our service....

• Here at Moneybox, we're here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer‑facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.

• We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers' wins and aim to provide an excellent standard of service.

• We listen to our customer’s and advocate…