Why us?

We're not your typical wealth management company. We’re here to blow away the cobwebs and breathe new life into personal finance.

We help our clients tackle some of the big, personal questions in life, by putting a plan in place that maps towards the answers. Why? Because we strongly believe that some questions are too big to tackle alone, and that financial advice can transform lives for the better. We also think that getting help should be a positive and uplifting experience: an aspiration, not an anxiety.

How can you help?

We have an exciting opportunity for an ambitious, empathetic and talented ‘people person’ to join our small dynamic team as our first dedicated customer success executive.

We’re in our early stages (though are backed by an £8bn investment business), but our mission is clear: to create a world where people are free to enjoy their life, not worry about how to pay for it.

We’re developing technology that’ll create a new type of user experience for clients of financial advisers; while you’ll be the first in a growing team of friendly customer champions putting that all-important human face to it all – delivering an awesome experience that our clients will want to shout about.

What’ll you be doing?

Your role will centre on providing an exceptional experience for our customers – one that people will remember and recommend us for. On a day-to-day level, this will entail…

  • Handling queries of all types from clients. This will include both answering inbound telephone queries, and triaging and responding to inbound email queries within accepted SLAs, and will span:
    • service queries (e.g. simple questions regarding our offering)
    • account queries (e.g. requests for specific updates relating to their account)
    • systems queries (e.g. difficulties logging in or encounters with bugs) and more.
  • Generating MI and reporting analytics within our customer helpdesk software – for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc.
  • Identifying potential inefficiencies and suggesting improvements within internal systems, and suggesting ways of improving customer experience

You’ll also be responsible for ensuring the company remains customer focused. This includes being being the voice of the customer by collating our customer feedback and conveying it to our product team ensuring we’re always building what our customers want.

This is an exciting new position within Octopus Wealth, that will give you the freedom to shape your role with progression opportunities as we build the Customer Success function in the business. There may also be opportunities to gain your qualification to become a financial adviser.

You are

  • A people person with strong communication skills : you’ve got a great writing style and love talking to people to understand their needs and how we can best help them.
  • A proactive, self-starter : you enjoy coming up with new ideas and taking ownership
  • Comfortable with ambiguity : you thrive off a fast-paced environment where every day is different, and you need to think on your feet
  • Empathetic: you're a great listener, and can guide and reassure, whilst always acting with integrity
  • Interested by technology and how it change the face of personal finance

And the vital statistics?

We’re offering a salary of £25 to £30k depending on experience and expertise. We also offer a comprehensive benefits package, including generous holiday allowance, private healthcare and a host of workplace rewards.