Customer Success Support Specialist

Post Title: Customer Success Support Specialist

Business Unit: Customer Success

Accountable to: Customer Success Support Manager

Salary: £26,250 per annum

Hours: 37.5 per week (Monday to Friday)

UK Remote

Company Overview

My Money Matters was founded in 2018 and started life providing UK public sector employers with an innovative pensions solution. We have been on an exponential growth journey ever since. We are now a financial wellbeing platform serving both the public and private sectors. Our mission is to become the category leader in helping employers improve the financial wellbeing of their people.

To date, My Money Matters has grown to hundreds of thousands of users across the UK. We help people to improve their financial wellbeing through our retirement, learning, coaching, webinars, will writing and many other offerings.

My Money Matters is a remote-first business that’s focused on being an employer of choice where people thrive. We are an award-winning team of 75 and the youngest business to win ‘Employer of the Year’ at the ‘Investors in People’ awards in 2023. We are also a Disability Confident Employer.

Purpose

To support the Customer Success team and Partners with administration to ensure processes run smoothly for all company products.

Principal accountabilities and responsibilities to include

• Working alongside the Customer Success team to achieve our strategic and operational priorities.
• Developing and maintaining the administration processes and proactively suggest and introduce improvements to ensure efficiencies.
• Support the Implementation Team with the preparation and management of the Partner transition list and processing in accordance with the required timelines.
• Reporting and managing Partner and employee queries or issues associated with Providers and liaise directly with the Providers to address or resolve.
• Preparation and management of the monthly new joiners’ files, in accordance with specific guidelines, maintaining attention to detail and ensuring deadlines are met.
• Liaising with partners and external providers, developing and maintaining relationships to ensure a professional service is provided.
• Processing and management of the monthly opt-in/opt-out process and listing schedule procedures within agreed timescales.
• Monitor and report Partner statistics and invitation file performance and complete analytical requests as and when required.
• Assist with the management and delivery of Payroll Reporting process, identifying and addressing discrepancies and coordinating amended reports.
• Contributing to a safe and enjoyable environment where colleagues feel motivated and engaged to perform at their highest level.
• Support the maintenance and updating of the CRM system with all contact notes to enable effective customer management and reporting.

Benefits

This a role that offers true satisfaction with the chance to help other people. We value each of our colleagues’ contribution and we offer benefits that cater to our colleagues’ mental, physical, and financial wellbeing. We know that we all want different things so there’s something for everyone. Here’s just a few things we offer:

• £200 allowance to get your home office set up
• A generous holiday allowance of 25 days plus the day off for your birthday
• Contributory pension scheme (4% Employer, 5% Employee), with the option to top up your pension
• Affordable salary sacrifice benefits such as Cycle to Work, Home and Electronics, Gym Memberships Travel & Leisure, Lease Cars and much more
• Discounts and savings on shopping, travel, entertainment and more
• Access to our outstanding Employee Assistance Programme
• Access to Your Care and our own Wellbeing Hub
• Enhanced Family Friendly Pay
• Peer to Peer Recognition
• Quarterly socials and team events
• Significant training and development opportunities
• Volunteer day
• Annual leave purchase
• Health Cash Plan
• Enhanced Company Sick Pay
• Long Service Awards
• Group Life Insurance

As we are a remote company, all of our interviews are being conducted online via Microsoft Teams. Please contact us on here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us, if we invite you to interview.

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – improving financial lives for all workers in the UK.

This is an outstanding opportunity for an ambitious and talented individual to make a significant, long-lasting contribution to a high-profile business, at a key point in its development. So why wait?

Skills and Requirements

• Knowledge of the current Local Government Pension Scheme legislation, including Additional Voluntary Contributions.
• Excellent written and verbal communication skills. Strong team player with a willingness to collaborate to achieve solutions.
• Ability to prepare and format reports, daily records and process data.
• Organised with a high attention to detail. Self-motivated and ability to prioritise busy workload in a fast-paced environment.
• Good team player with a willingness to collaborate to achieve solutions. Flexible and willing to develop skills across different operational activities.
• Competent computer skills including MS Office: Word, Excel, PowerPoint and Outlook.

Qualifications and Experience

• A Level standard or equivalent experience