Bespoke Customer Support Teams

Give us the job of exceeding customers’ expectations on your behalf

Leading brands focused on achieving high first-level resolution rates outsource their customer service to Moneypenny. We tailor our provision to your exact requirements. Gain a dedicated team of smart and warm individuals using the latest tech, integrated with your multichannel support systems, to deliver seamless customer experiences on your behalf.

A Best Company to Work For

Rated excellent

Robyn

Small enough to care with the capacity to innovate and scale

Moneypenny has been pioneering new ways of delivering outsourced customer service for over 20 years. Today, in exactly the same way as we match our smallest clients with their own Moneypenny Receptionist, Bespoke Customer Teams is delivered with the same level of care and eye for detail to the world’s largest businesses and organisations. Innovating across a wide spectrum of channels, including phone, email, live chat, WhatsApp, social media and more, we have the ability to integrate with your own systems, and use AI & automation, to ensure we’re looking after your customers' queries seamlessly. Moneypenny is not a one-size-fits-all company. If you’re looking for an exceptional customer service solution that’s been hand-crafted to suit your business and its commercial needs, you’ve come to the right place.

Global brands & multinationals
Government bodies
Magic Circle law firms
Premium property companies
Top flight professional services
National franchises & their franchisees

Working with global technology brands

Solve your biggest customer service challenges

You need an outsourcing partner who will:

Provide a premium experience that provokes genuine customer engagement

Offer multi-layered service across phone, email, live chat, WhatsApp, social media and more

Work within your internal tech stack with the appropriate GDPR and data compliance in place

Act as an ‘always on’ improvements stakeholder, advising you on measurable ways to drive growth

Complement you as a business with shared values, feel and approach

We want to be your business’s second home

Moneypenny is committed to:

Delivering the very best people, cherry-picked for their attitude and professionalism

Flexing as appropriate to look after conversations within any communication platform

Our Tech Team working with you in a safe and secure way to integrate with all of your systems

Red flagging as part of regular sessions to share insight and recommend improvements

Acting as brand ambassadors and truly reflecting how you like to speak to customers

We’ll integrate with all of your named applications

Our in-house Tech Team is on hand to support clients throughout their mobilisation. We have the ability to access any virtual desktop environment, allowing us to look after all of your multichannel communications and record data within either hosted third party SaaS platforms, or your own CRM infrastructure.

Unique call management software

The latest innovations all developed in-house, such as VIP & repeat customers recognition and cold caller blocking.

CRM
integration

Via leading platforms to manage communications across calls, live chat, video calling solutions, social media and more.

Diary
integration

Using the mainstream providers to access real-time team availability and arrange appointments.

Valuable management information

Full visibility via our own dashboard with agreed KPIs applied, or using those provided by your own web applications.

Secure reporting & GDPR compliance

Level 4 PCI compliance with a comprehensive ISMS programme in place to ensure clients’ privacy at all times.

Innovation across multiple channels

Tailored improvement plans to drive growth and CX efficiencies in the fast-moving world of chats, texts & posts.

Client spotlight

Providing multichannel customer experience to EweMove

Since 2016

Business challenge:

Avoid the cost of maintaining an in-house CX team and fulfil EweMove’s proposition of being able to contact their franchisees 24/7 across multiple communication channels.

Solution:

A dedicated team with full access to franchisees’ listings, details and more via EweMove’s own systems. Engaging with customers to complete actions - not just message taking.

Result:

Seamless integration to ensure exceptional levels of service around the clock. Willingness to work with EweMove to accommodate new initiatives. No other provider comes close.

Nick Neill

Nick Neill

Managing Director

Winner of the top UK property accolades

Client spotlight

"Moneypenny has contributed to our record profit rise"

Business challenge:

"We are the largest private facilitator of company formations in the UK with a 14-strong customer service team. The recruitment, retention and training challenges of operating a London-based, gold standard team was taking up considerable management time."

Solution:

"Being integrated with our customer systems means Moneypenny is able to perform rapid ID checks and answer queries efficiently. The team handled over 120k interactions in 2020. Live chats have increased by 50%, because customers are using it as a quick and easy way to have their questions answered."

Result:

"20% of management’s time spent has been reclaimed and we’ve seen a 2.5x improvement on response times. We’re enjoying 5% more customers, 20% less operating costs and an overall profit uptick of over 30%. We can focus now on incremental profit and drive projects knowing customers are well looked after."

Tom Beston

Tom Beston

Managing Director

Committed to ethical sourcing

Moneypenny is the antithesis of compromise. After all, we were born out of frustration with traditional telephone answering services and their impersonal approach. Our vision was to give businesses people who are happy and engaged in their work because they are being treated fairly as individuals and always feel empowered to do the right thing.

Today, just as we hand-pick our team for their empathy and understanding, we recognise the fundamental role we have to play in them both wanting and being able to do their jobs brilliantly on behalf of clients. No stone is left unturned when it comes to their health, safety and wellbeing. Quite rightly, it’s what clients expect from us as the #1 outsourced communications provider and our amazing people certainly deserve it.

Recognised as a Best Company to Work For over a decade

The first business of our kind to join the Good Business Charter*

Our people
We believe in rewarding our team for all of their hard work:
100% UK-based, salaried roles (no zero-hours contracts)
State-of-the-art workspaces & equipment
Flexible benefits including life insurance, pension top-ups, health & dental care and small personal loans
Wellbeing initiatives such as subsidised meals, free gym access and mental health support (including Employee Assistant Program (EAP) services)
Long-term career support including free career training and progression opportunities across the business
Our footprint
Our home was designed to incorporate as many green initiatives as possible:
Ground source heating
Sensor activated LED lighting throughout
Intranet facility to coordinate car sharing
Limited printing with extensive investment in cloud & intranet software
Extensive green belt & wetland outside spaces purposefully retained and maintained
Rainwater capture
All refuse recycled
Our approach
Our mission has, and always will be, to treat everyone we work with fairly:
Free, no-obligation trials across many of our services
Transparent pricing (we don’t believe in small print extras)
Short-term contracts for small businesses
Prompt payment terms of 30 days
WeMindTheGap charity powered by us

*An accreditation that seeks to raise the bar on business practices for employees, tax, the environment, customers and suppliers.

Agile outsourcing for businesses who want to adapt fast

In today’s world, businesses like yours are realising that strategically partnering with specialists to gain a competitive edge, access burgeoning markets, or capitalise on new opportunities, are critical to future success.

Agile Outsourcing

About us

Born in 2000, most people in the UK have spoken to Moneypenny. Few realise it.

7 x

featured for over a decade as a Best Company to Work For

20 m

calls & chats looked after on behalf of sole traders to global enterprises

No. 1

the world's leading & most trusted outsourced communications partner

24 / 7

every customer managed seamlessly around the clock in our UK head office

Collaborating with

Request a tailored quote for your business today

We love to talk, so call us on 0333 009 8328 or email [email protected] and let’s get to work providing you with a complete solution based on your exact requirements.

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