ANNA Customer Assistant

Wanted: Full Time Absolutely No-Nonsense Admin Assistants

Location: The ANNA Experience Team, Cardiff

Salary (Full-time): £21,000-£23,000

The set up

ANNA Money is a business current account and admin assistant. A lot of our customers are new to the business world, so we offer 24/7 support to help them grow their business from the ground up 🌱

Our aim is to provide next level customer service to all businesses, big and small.

We're going through a period of rapid growth and we're looking for 12 people to join our expanding Cardiff team. Once we’ve found the right people to join our team, it could be a while before we hire again. So don’t miss the opportunity to join a growing Fintech startup, and send us your CV today!

Role requirements

• A drive to help people. In essence, you’ll be an on-call assistant for small business owners, entrepreneurs and freelancers. 
• Deliver exceptional customer support across several platforms, including our in-app chat, emails, calls and social media.
• Brilliant written communication. You articulate what you want to say with clarity, warmth and poise.
• An eye for detail. Making sure identification and operational tasks are handled with vigilance and scrutiny — we are a financial service after all. 
• Being direct. Solving problems with honesty and decisiveness. You’re unafraid of asking for help when you need it.
• Empathy. Talking and listening to customers is the core of our service. You’ll get to the heart of what clients need or want, even when they don’t know themselves. 
• Resilience to deal with complaints. This role can require bravery, politeness and endless patience, all at the same time. 
• Collaboration know-how. You’ll need to consult with our wider team to smooth issues out of the business as we grow, and share feedback from our customers with product owners and developers.  
• A business-facing brain. You’ll be dealing with questions on payments, invoice management and banking.
• A thirst for knowledge. New features are rolled out all the time — and you’ll need to become an expert in them.
• Self-motivation. There's a lot to learn, so self-motivation is key. 
• Flexibility. Business happens 24/7, so we’re always on hand to help our customers. This means that shifts are flexible, and they'll change week-to-week. Most shifts are between 7am and 10pm. To help our customers over the weekend, you'll typically work one weekend a month.

Why should you apply?

• You want to “WOW” our customers at every opportunity
• You have superb literacy and numeracy skills
• You like technology
• You’re cool, calm and collected — whatever is thrown at you
• You enjoy working at a fast pace
• You embrace and drive change — it’s a startup environment 
• You’re organised and love to take ownership of whatever comes your way
• You’re a plate spinner and enjoy having lots of projects on the go
• You’re great at explaining things
• You’re a creative problem-solver
• You’re fearless, passionate and determined
• You’re upbeat, honest and fun
• You want to help build a positive team spirit
• You’re happy to work anywhere, whether that’s from a quiet spot at home, or a busy office.

What we offer

• Flexible working patterns
• Perkbox
• Share options (10x growth in recent years)
• Salary review is employee driven
• Opportunity to gain experience across all business areas (badges: compliance, banking, etc.)
• Pay incentives for internal qualifications
• Cycle to work scheme
• Free birthday gift box
• Employee Assistance Programme & counselling
• Seasonal freebies & voucher giveaways
• Employee wellbeing, fitness and mental health support programmes
• Skills Network — access to accredited learning courses
• Day off for your birthday 🎉
• Self-organising structure (Holacracy) — everybody has a voice

What next?

Stage 1. Submit your CV. 

Stage 2. You’ll receive an email from us with a presentation task. You’ll need to complete this and send it back to us (we’ll specify the exact date and time in the email).

Stage 3. A  group interview will take place remotely after that

Stage 4. Work experience (over zoom for now) to make sure you like us as much as we like you