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 enthusiastic, process driven people person with buckets of initiative to join our operations team. You'll be part of busy six-person operations team. The Operations team is a fantastic entry point for a career in fast-growing VC backed technology businesses, and is a great opportunity whether you’re super clear you want to start your own business one day, or if you’ve no idea yet what you want from your career long term!
Our operations team is the glue that holds the business together, sitting at the intersection of sales, product & marketing.
The team handles everything the other teams don’t; all our customer communications, support and relationships, all the highly regulated and complex processes behind the scenes that make our pension work properly, and all the back and forth with customers and other pension providers that’s needed to help our customers track down and consolidate their old pensions.
We’re a hyper-growth company: if you overachieve in your role as much as we’d love you to, there will be plenty of opportunities to grow as we grow.
Here’s some of the stuff you’ll be doing:
⦁ Being the face of Penfold to our customers by answering their questions and reaching out them via e-mail, online chat and sometimes in person, & building a 5- star customer experience
⦁ Helping customers get the most out of Penfold by explaining different features to them, and handholding them through different user journeys (like signing up)
⦁ Translate our customers’ needs and problems into suggested product improvements for the rest of the team. If customers keep asking you how much it costs to use Penfold, how can we make our pricing clearer?
⦁ Completing daily operational tasks that require a high level of attention to detail & careful approach, e.g., checking new customers details against international sanction lists, or ensuring a high value pension transfer comes through on time.
⦁ Design, document, implement and improve operational processes that help make a great customer experience while reducing the burden on our technical team – for example if we help a user track down an old pension pot, how can we do it more efficiently next time? How can we do this when we have 100 thousand customers? A million?
⦁ Help with a wide range of day-to-day business needs, pitching in wherever is needed, and generally wearing a lot of exciting hats as a one of Penfold’s first 50 employees
Skills and experience:
⦁ Enjoy dealing with customers, and have a genuine desire to make them happy
⦁ Be able to communicate in a team with clarity and confidence both verbally and written, with strong skills in Microsoft Office / G-Suite
⦁ Be highly organised with strong attention to detail (You love making lists)
⦁ Be comfortable in working in a fast-paced environment with the ability to work to deadlines and juggle multiple, often changing priorities
⦁ Be able to switch between tasks and stay cool under pressure (or when interrupted by an urgent customer query)
⦁ Be enthusiastic, motivated, and eager to learn
⦁ Find the idea of working for an early-stage tech start-up really exciting
⦁ Care about our mission to keep an entire generation out of poverty in retirement
⦁ 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!
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 50 employees you’ll not only have a huge say in defining our culture & what it’s like to work here, but you’ll have uncapped opportunities for progression, learning and exposure to different areas of the business.
Specifically, our benefits package includes:
⦁ A competitive salary – we proactively review salaries to make sure you get what you deserve (i.e., we’ll review more than once a year)
⦁ Meaningful share options – you’ll own a part of Penfold and share in our success
⦁ A 10% Pension contribution each month that you don’t need to match (on top of your salary)
⦁ Medical insurance – through Vitality you get access to Private GPs, Physio, Counselling services and great discounts and offers (think 50% off PureGym memberships, free Apple Watches)
⦁ Unlimited holidays – we’re interested in your output, not how many holidays you go on!
⦁ Remote working – we get together once a month and have an awesome office you can use anytime but we are a remote-first company. You can work from anywhere in the UK. We trust you to get your work done in whatever environment suits you
⦁ Flexible working – we hire competent and capable people, we trust you to get the work done at a time that suits you
⦁ Great office space – plenty of people come into our wonderful private office space in Uncommon Borough a few days a week, come along as much as you’d like!
⦁ Free tea, coffee, soft drinks and craft beer
⦁ Free company lunch every week (e.g., Borough Market, Mercato Metropolitano)
⦁ Best-in-class MacBook and any WFH equipment you need
⦁ The option to buy a bike tax free, and spread the cost over several months (cycle to work scheme)
⦁ 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
⦁ Quarterly company socials (and regular meetups throughout the year too)
Find out more about our benefits, our values and our ways of working on our Meet the Team page.
Our Office
We’re a remote first business although we have a large private office at Uncommon Borough, a large co-working space full of other awesome tech start-ups and more plants than a garden centre.
Uncommon has their own exercise studio for free weekly Yoga and HIIT classes, a discounted office masseuse & beauty squad, monthly drinks & Tuesday teatime, bike racks, showers, an excellent café, and a whole bunch of communal spaces you can work from when you need a change (including a roof terrace).
Although we are generally a remote first business, we would require you to be office-based for the first 3 weeks of training, and then once a week following that, as some operations tasks require a more hands-on approach!
We’re 6 minutes walk from London Bridge station & Borough Market (and 30 seconds walk from Borough station).
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.
Then there’ll be a take-home task to give us a better feel for how you work. And finally, we’ll organise a session with one of our Co-Founders and 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.
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