Customer Experience Executive

CIRCA5000 · Liverpool, Merseyside
Department CIRCA5000
Employment Type Full-Time
Minimum Experience Entry-level

ABOUT US:


We’re the people’s investment app with a goal to make wealth creation effortless, profitable and impactful for everyone. 


Working for CIRCA5000 is like owning your own business; everything we do, think and say has the interests of our users and investors in mind. As a start up, our working environment is fast paced and meeting deliverables and hitting metrics is key. 


As a team, we’re driven by our collective ambition to bring financial inclusion and positive climate change to life. We do this by making impact investing easily accessible through our app, as well as providing a platform for people to engage with finance and learn about investing through our marketing, events and partnerships.


We seek to engage and attract confident, committed individuals who are enthusiastic about making a change and thrive when working as part of a high expectation, high performance team. If you’re looking for a defining role in an entrepreneurial environment, in exchange for a very competitive salary, benefits and company equity, you’re in the right place. If you want to play a part in keeping the future human, come and join us! 



ABOUT OUR OPPORTUNITY:


We have an amazing opportunity for you to join our team as a Customer Experience Executive. This role contributes to the impact we want to deliver to the world by helping our users interact  with our product and our features in a way that is easy and meaningful for them. Our daily interactions enable us to positively inform their experience and respond to their needs so that they feel educated and empowered to invest and create long term wealth for themselves. 


Reporting into the Head of Customer Experience as part of a wider customer experience team, you’ll work closely with our external Custodian and Compliance teams in addition to our internal Marketing, Engineering, Investing, Legal and Product teams to ensure our users have the best possible experience and engagement at every single touch point of our product.


On a day to day basis you’ll be responsible for:


  • Making sure our users receive an efficient, easy, memorable, and valued service by responding to queries that come in via multiple channels including email, and in- product conversations 
  • Proactively offering guidance and support to users on how to get the best use and value from our app, as well as signposting extra information and tools where necessary and possible to make sure they are on the latest version of our technologies and/ or adopt and interact with our new features
  • Maintaining an accurate record of enquiries and queries from our users, including bug reporting to our engineers to assist product design and development as well as marketing updates
  • Maintaining the integrity of our user data
  • Providing flexible weekend support for our users on a rotational basis 
  • Reviewing and executing Know Your Client (KYC) and Anti Money Laundering (AML) compliance checks in addition to managing inflows and outflows of user transfers 
  • Escalating any complex queries to the Head of Customer Experience



ABOUT YOU:


We hire people who are committed to working harder and smarter than our competitors to build a better future for themselves and others. The nature of our business requires resilience, curiosity, and intention. At CIRCA5000 it’s important to us that you are able to make an impact early on, so it’s essential that you can hit the ground running as soon as you join us. In order for you to be successful in this role, you'll need to have;


  • Evidenced an ability and genuine passion for user experience to promote proactive solutions that solve recurring queries or anticipate future user needs 
  • Delivered and developed exceptional standards of customer services ideally in an investment or finance orientated environment so you have a grasp of our customer journey and investment or finance terminology
  • Experience of working with multiple teams in a fast paced environment 
  • An interest in sustainability or subscription based businesses
  • Mastered the art of engaging with different types of users in a way that enables you to influence their behaviour and promote increased engagement and activity within the app



OUR COMPENSATION AND BENEFITS


We expect our team to work hard, so our Reward package reflects this. We pay above market salaries and offer equity to people on successful completion of their probation period. We also give 25 days holiday (in addition to standard UK bank holidays), accessible, online mental health support via Spill, Health Insurance through Vitality, plus access to a Health and Wellbeing discount platform from day one.

Thank You

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  • Location
    Liverpool, Merseyside
  • Department
    CIRCA5000
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level