Customer Experience Specialist

About ANNA Money

We’re ANNA - short for Absolutely No-Nonsense Admin

We’re on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed.

Our app is part business account, part admin assistant, and part cat (yes, we meow). We handle the boring financial stuff; like invoicing, tax reminders, and expense tracking - so our customers can focus on doing what they love.

But don’t be fooled by our feline charm - behind the fun branding is a serious fintech company with sharp claws, bold ideas, and a team that’s rewriting what business banking feels like.

Our Personality

Think fintech, but make it fun.

We’re playful but professional. Smart but never snooty. We care deeply about our customers, our culture, and our craft. We believe good design and clever tech can turn even the dullest admin task into something surprisingly joyful.

Why Join ANNA

At ANNA, you’ll be part of a fast-growing team that thrives on creativity, collaboration, and a slightly mischievous sense of humour. We love big ideas, bold experiments, and people who care about doing work that matters (and maybe own a cat or two).

If you like your fintech with a twist and you want to help small businesses feel a little more confident, a little more human, and a lot more empowered... you’ll fit right in.

️ Key Responsibilities

Act as the primary point of contact for customer inquiries, offering timely and professional support through phone, email, and live chat.

Efficiently and effectively resolve customer issues, aiming for first-point resolutions whenever possible.

Recognise and escalate complex issues to the appropriate team members for thorough investigation and resolution.

Work collaboratively with cross-functional teams to create and implement customer service processes and best practices.

Proactively seek out opportunities to enhance the customer experience and share suggestions for process enhancements.

Foster and nurture relationships with customers, engaging with them to better understand their needs and challenges.

Conduct product demonstrations and training sessions for customers, ensuring they are equipped to make the most of our software.

Requirements

A minimum of 1 year of experience in customer service or support

Confident and comfortable communicating with customers over the phone.

Excellent verbal and written communication abilities.

Strong problem-solving and decision-making skills.

Superb interpersonal skills with a knack for building rapport with customers.

Meticulous attention to detail paired with exceptional organisational and time management capabilities.

Proficient in using technology and capable of swift typing.

Able to thrive both independently and collaboratively within a team.

What you get from us

The chance to enhance your skills in various aspects of the business, including Business Admin, Payment Account Support, Onboarding, and Retention & Reaction

Enhance your skills or learn something new with our annual Continuous Learning budget of £1,000

Recharge and reenergise with our 'Take A Break' budget of £1,000 per year

Private Bupa healthcare

A growth share program

We care about your wellbeing! Enjoy access to fitness programs, rewards, and mental health support through our benefits platform, 'Perkbox'.

'Cycle To Work' & Nursery Care salary sacrifice schemes

You'll get to join in on regular social events, whether they're virtual or in-person, all organised by our Social Team!

Enjoy working half days on Bank Holidays and still receive full-day pay!

28 days of annual leave, and after two years with us, you'll get even more days to relax and recharge!

A day off to celebrate your birthday!

We have a self-organising, flat structure where everyone’s opinion matters – your voice is important!

At ANNA, we celebrate a flat organisational structure. You might be wondering what that means! Well, it’s all about empowering our team by sharing power and decision-making responsibilities, so everyone can feel a sense of ownership.

We focus on self-management rather than traditional management styles, giving every team member the freedom to spark positive change.

With our innovative mindset, ANNA is constantly growing and achieving new successes.

To thrive in our dynamic environment, we’re looking for individuals with fantastic time management skills, unwavering integrity, strong self-motivation, creativity, and excellent organisational capabilities.

If you think you’d flourish at ANNA, we can’t wait to hear from you!

Hybrid / Remote Role

We love and support working from home, but we also believe that collaboration and teamwork are key!

We have offices in London and Cardiff, where you're always welcome to work or visit.

If you’re local to our Cardiff office, we recommend joining us for an office day once a week (but the more the merrier)

️ Working Pattern

We pride ourselves on providing outstanding support to our customers around the clock, every day of the week! In this role, you'll be part of our daytime support team, with shifts scheduled between 7 AM and 10 PM, Monday through Friday, along with a commitment to one weekend each month.

Salary

£25,000 per annum

Opportunities

At ANNA, we're excited to offer a starting salary of £25,000 per annum which corresponds to where you are in your learning journey with us.

We truly value growth and development, and we encourage our team members to explore pathways into specialised roles within our Customer Experience Team, all designed to align with their individual talents and passions.

Once you successfully complete your probationary period, you will be excited to discover a variety of advanced roles tailored to further your career growth and professional development within our organisation. These opportunities not only allow you to enhance your skills and expertise but also to take on greater responsibilities and make a significant impact in our team. The advanced roles available include:

Customer Success Manager

Tackling customer queries or hiccups right out of the gate! Instead of passing the baton to another team, you clever champs roll up your sleeves and sort out even the trickier stuff from start to finish. True champions of customer happiness!

Subject Matter Expert ️

Lives and breathes customer joy in your niche jungle. You turn complex challenges, within your expert field, into effortless experiences - one chat at a time. When things get complex, this pro steps in to simplify, strategise, and sprinkle a little wow into every customer experience.

We're excited to offer you plenty of chances to enhance your skills, grow, and advance your career with us!

A quick note on applications

We’re expecting a high level of interest in this role, so while we may not be able to respond to every individual question, we’ll keep candidates updated throughout the process and aim to get back to everyone - good or bad.

Staying safe when applying to ANNA

We’ll never ask you for money, bank details, or sensitive personal information during the hiring process.

All communication will come from an official @anna.money email address.

If something doesn’t feel right, it probably isn’t - feel free to check with us directly.

Equal opportunity

We hire based on ability, potential, and what you can bring to the team - nothing else.

If you need adjustments during the process, just let us know. We’ll work with you.