Hi, we’re Penfold!
Penfold is building the pension of the future. We’re dragging the multi-trillion-pound pension industry out of the dark ages. Think about how challenger banks have changed banking. We’re demystifying pensions, to make them universally accessible, engaging, and exciting so we can help everyone save enough for later life.
We have over £15 million in funding and are backed by from some of the world’s most successful fintech investors & entrepreneurs.
We are an FCA regulated pension provider, offering tens of thousands of consumers a totally digital pension experience via our mobile app, helping hundreds of businesses run their workplace pension, and tracking down hundreds of millions of pounds in lost pension pots for all our customers.
The role
We are looking for an empathetic, proactive, and hard working customer-focused agent to join our pension customer support team. You'll be part of busy eight-person customer operations team.
At Penfold, we pride ourselves on providing a best in class customer service. We put our customers first. Communicating in a simple, transparent, and professional way whilst developing your own friendly tone is key!
This role will be dedicated to providing our front-line support to our customers, you will have to constantly problem-solve and go the extra mile for our customers. Our business is rapidly growing and therefore the responsibilities within this role will keep adapting and expanding alongside this!
You will be integrated into our rapidly growing operations team meaning you'll be part of defining and streamlining our processes and best practices, so that we can continue to deliver a high quality service as our business grows
We are accepting graduates/ entry level candidates as well as those with more experience.
Here’s some of the stuff you’ll be doing:
- You will be our customer's first point of call, and the face of Penfold for our customers.
- You’ll be communicating with customers via e-mail, online chat and on the phone, building a 5-star customer experience
- Helping customers to ensure they can get their problems and questions solved quickly and efficiently!
- You’ll perform operational tasks off the back of customer requests working on multiple systems
- You will be working closely with other members of the operations team as well as the wider company.
- Constantly using your initiative to work out could be improving our customer support
About you:
- You’re located in Tallinn, Estonia and have a right to work
- Your verbal and written English skills are excellent
- You are excited to be supporting customers and have a genuine desire to make them happy. - You always put the customer first and go the extra mile! Don't worry if you have not worked in a customer support role before, we'd still love to hear from you.
- Able to be extremely empathetic and supportive to customers whilst also remaining professional and providing real help and solutions to their problems.
- Confident when multi-tasking in a busy role, being able to think of your feet and remain calm and prioritize effectively – a fast-paced, ever-changing environment is where you thrive
- You’re a team-player and understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand.
- You love learning new things and are a fast learner
- You are proactive. You are always thinking of innovative ways to improve your own work and the whole team's performance!
- Be prepared to work hard! Ultimately, we’re looking for smart, hardworking & energetic people who get stuff done & are committed to contributing to a great team. So, if you’re excited about what we’re doing, get in touch – definitely don’t be put off if you don’t tick every box!
Working hours
- You can commit to 8 hours per day (40 per week) of work which need to cover our core working hours of Monday - Friday 9am - 6pm EET. With a maximum flexibility of 1 hour per day and an hour for lunch.
- Can commit to all important meetings (approx 8 per week)
- Can commit to a full work non-flexible working hours during first 3 weeks of onboarding details TBC
Benefits
We’re working hard to create a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do.
Right now we’re still a small team, but we’re well-funded and growing rapidly. As one of our first 60 employees, and one of our first transfers squad team members, you’ll have a say in defining our culture and you’ll have opportunities for progression and learning. Specifically, our benefits package includes:
🤑 €16,240 (Annually - Gross) – we proactively review salaries to make sure you get what you deserve (i.e., we’ll review more than once a year)
💸 10% monthly bonus which you should then add to a private pension
🏝️25 days annual leave
🌍 Remote working – we are a remote-first company, but we will fund trips for you to come to the UK, for company-wide meetings and socials at least every 6 months
🖥️ Best-in-class MacBook and any WFH equipment you need
📚Learning & Professional Development – we conduct regular 360 feedback and focus on role progression that suits each individual. We support everyone with courses, events and coaching to help everyone reach their goals
🤝 Hired through our talent partner Deel, meaning your taxes are sorted so you don't need to worry
Our Office
We’re a remote-first business, although we have a large private office in London. We are currently hiring our first four new team members in Eastern Europe, so initially this role will be remote based. Therefore, you must have a suitable setup for working from home, which means a good internet connection, and a suitable environment to take calls and focus on your work. We will provide you with equipment to help get you set up; this may be a desk, screen, office chair, and headphones.
However, the plan once we have the right team in place, is to have a second private office in Tallin. Therefore, you must be based within Tallin at this point in the future and be available to attend an office from time to time (once we progress to this stage).
We will provide expenses for any travel to the UK and would like you to visit at least every 6 months for our company get-togethers. These are great opportunities to get to know your colleagues, form strong relationships and have fun!
Our application process
- We’ll have a very quick introductory call to properly introduce you to Penfold, find out more about your experience so far and career aspirations, and make sure you get a chance to ask any questions you might have
- Next, we will have a take-home task
- Then, there will be a more in-depth interview with your Manager
- Finally, we’ll organise a session with a small group of people from around the business
We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we’re happy to answer these anonymously if that makes you feel more comfortable
