Customer success executive (x2)

Job content

About Us

Our sector is being held back by old tech, dismal processes and misaligned interests. Together they create pointless complexity for financial planning and investment professionals, and provide outdated, overpriced experiences for customers. It’s our mission to change all that. We build technology that helps more people to invest – and invest well.

Our engineering allows forward-thinking firms to remove the hassle, lower the cost and improve the overall experience of investing – empowering more people to invest and be treated well.

With our embedded investment engine at their core, companies of all shapes and sizes can launch new investment platforms in record quick time – strengthening their proposition, growing their revenue, lowering their costs and improving their customer experience.

We are part of the Octopus Group – founded in 2000 with a mission to breathe new life into broken industries, Octopus has become one of the most disruptive and progressive companies across the financial services and energy sectors. It now has over 2,500 staff, serves 2.5 million customers and is proud to be a B Corp.

The role

We’re looking for a Customer success exec to join our Customer success team. Helping new clients get to grips with our technology, and supporting existing ones with an exceptional ongoing service.

We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved.

On a typical day you will…

• Be the primary contact for your designated clients working with teams across the business to resolve their customer issues.
• Handle queries of all types from clients. This will include both answering inbound queries, and triaging and responding to Zendesk 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 – for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc.
• Reviewing the operational workflow and suggesting process improvements where relevant
• Thinking of new and unexpected ways to ‘wow’ our customers

You’ll be successful if you …

• Have experience and knowledge of the advice and/or fintech market.
• Are a people person with strong and confident communication skills. You’ll be able to easily build rapport and adapt your style depending on the client or situation.
• Have knowledge and curiosity of how technology can transform the investing experience for the better
• Are an expert in building relationships and have an ability to deal with complex queries.
• You will be confident in presenting reasoned analysis and make recommendations to senior stakeholders – both verbal and written.
• Have knowledge and understanding of API’s

This role isn’t for you if…

• You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression.
• You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet.
• You struggle to follow through on your ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen.
• You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty.

Our Culture And Environment

We are proud to cultivate a culture first, human environment and genuinely listen to our people about what matters to them most. As a result, we’re proud we’ve cultivated a transparent and inclusive environment that encourages diversity of thought, challenge and experimentation.

We want our customers to love working with us. It takes a committed culture, backed up by a series of non-negotiable operating principles that define how we work…

• Never settle
• Take ownership
• Be generous and candid

We have offices in central Bath and Edinburgh, and a satellite office in London. We’re working as a hybrid team supporting each of our people to choose how they work best. We’ve always been supportive of flexible working that focuses on delivery and impact, rather than hours worked. Don’t just take our word for it, check out our Glassdoor page for the latest reviews or our Instagram, and LinkedIn for company updates and insights from the team.

What’s in it for you…

We offer a generous blend of benefits for the things that really matter to our people, including:

• 27 days holiday + bank holidays (or time in lieu for working bank holidays) + day off on your birthday
• 3 days dependant leave
• 6% employer pension contribution, and life assurance
• Private medical insurance with AXA Health
• Enhanced parental leave and flexibility to integrate your home and work life in a trusted environment
• Will writing offering with Guardian Angel
• New Macbook when you join and up to £500 home office set up budget
• £500 per person learning budget
• 1 day off per year to volunteer for a registered charity of your choice
• Work abroad for up to 6 weeks in the year
• Length of service awards – 1 month paid sabbatical at 8 years
• Health and wellbeing initiatives including free therapy, mental health support and time off.
• Subscription to Headspace
• Strong financial wellbeing focus including access to Octopus Moneycoach, Octopus share investment plan and Seccl invest (our own platform for you to manage your investments)
• Octopus Electric Vehicle scheme after 12 months of employment
• Perkbox – range of discounts and perks including free weekly coffee and retail discounts
• Cycle to work scheme - saving money on a range of bikes and accessories
• Commitment to continuous learning with free access to over 10,000 on-line training courses

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age or background.

Please note that we do not provide sponsorship for candidates residing outside the UK. However, we welcome applications from individuals who possess valid work permits that allow them to work in the UK. If you already have the right to work in the UK or hold an eligible work permit, we encourage you to apply for this position.

If you think you have most of what we are looking for, then what are you waiting for? Go ahead and apply. We’d love to hear from you!