Customer Support Executive

Caxton is a leader in providing borderless payments enabled by ground-breaking technology and amazing customer service.

We foster a collaborative and innovative work environment where your ideas and contributions are valued. We offer competitive salary and benefits package, including flexible working hours, 25 days of annual leave, and pension scheme.

About our Team

Ours is a friendly close-knit team full of super talented, smart, hands-on type of people from interesting backgrounds. You’ll work with and interact with the CEO and senior management team and all other departments of Caxton and pocket money card, Nimbl.

The purpose of the role:

This role is essential to our strategy to offer all customers world class customer service delivered in a personal and professional manner. It is a front line role and has an essential impact on Caxton’s reputation and brand.

This is a busy and demanding role and we only want to talk to individuals who love talking to people, who are sometimes at their worst and like helping solve problems.

It’s a frontline role at Caxton and we are looking for someone who likes learning new skills and systems and is willing to take responsibility.

 We will give autonomy to the right person and trust them to look after our customers and leave them feeling reassured and positive about their own situation and Caxton.

We expect our customer support executives to develop the skills and knowledge to help everyone without having to escalate and give them the tools and responsibility to do so.

You may want to deepen your own customer service skills to become more professional or you may aspire to develop your career within Customer Success.

Behaviours and Aptitudes

A successful customer support executive  

Endeavours at all times to provide the highest standards of customer service.

o   Always demonstrates good, professional communication and a charming phone manner. Writes clear and professionally written emails using high quality English.

o   Demonstrates energy, ownership and rapport at all times within each call.

o   Listens intently to the customer and seeks to understand, clarifying enquiries as per training and follows established protocols at all times

o   Calm and composed under pressure

o   Brings energy and a positive attitude to each call and ownership to each client interaction

Develops rapport and communication skills from the beginning and demonstrates in each and every call or interaction, even before product and system knowledge is gained.

Follows proper security protocols at all times

o   Follows AML and PCI protocols and requirements at all times

o   Report all suspicious activity or client behaviour to the MLRO

Is punctual and reliable – works in the office and at home, attends training sessions, team and company work from work days

Takes initiative  and is highly collaborative – helping and going the extra mile for colleagues and customers at all time

o   Recovers from and learns from mistakes

o   Eager to learn and demonstrate new learning

o   Takes ownership of all tasks

About the role

This is a hybrid role – offering the flexibility to work from home and in the office one or more days a week as required in our office in London. Working hours at 8.30am to 5.30pm Monday to Friday.

Daily Responsibilities:

·       Resolve card queries and issues as they arise.

·       Answer calls and respond to emails promptly and effectively.

·       Demonstrate ability to use technical systems to resolve straightforward issues.

·       Respond to all enquiries and redirect customers promptly where needed.

·       Be organised and demonstrate good attention to detail and high accuracy levels.

·       To talk to clients and be the face of Caxton – always leaving a good impression of Caxton’s brand and reputation for excellent customer service.

Salary and training

The role starts at £25,000 per annum rising to £27,352 with the successful acquisition of skills, ability and product and systems knowledge. Previous successful candidates have progressed to Senior Customer Support, Customer Success and account management and specilaist roles within Compliance and Operations. Full training is given for the first 2 years.

• Between 1 and 3 years in a previous customer service role and/or a university degree.
• Energy, pace and agility
• Initiative and an ability to adapt and respond to different people, solve problems effectively managing your time
• Excellent listening skills
• An ability to communicate clearly though voice and writing
• Strong problem-solving skills and a proactive mind-set
• A technical mindset and familiarity with working with software, databases, and tools

Highly desirable

• Knowledge of the financial services sector
• Knowledge of working with vulnerable customers  
• Strong organisational and time management skills.
• A can-do personality to engage with customers and the ability to demonstrate true service skills

• Best in class IT equipment and full support
• Great private working space within the Beyond at Aldgate Tower Shared Office with free coffee, Barista and beer on tap
• 25 days holiday (plus bank holidays)
• Annual bonus
• Contributory Pension and Life assurance
• Vitality Private Health Insurance and benefits
• Preferential FX rates for friends and family

Office Culture & Environment

• Open plan office based in the City of London. Professional and informal culture. Flat hierarchy means direct and regular communication with Directors and the CEO is encouraged
• Hybrid working between Home and Office standard
• A friendly environment with regular social and inspirational events.