We help our clients to improve their finances and achieve their most important life goals. Join our customer support team to help us transform a million lives by providing a world class customer experience.
About Octopus MoneyCoach
We’ve built a national network of brilliant financial coaches, along with powerful software that makes it easy to maximise your financial future.
Working with some of the top employers in the UK, in the last year our customer numbers have grown 350%. We provide financial coaching to the employees of household names like Sony, Moneysupermarket and Experian. With the Octopus Group backing us, we’re now poised to expand the service and team rapidly.
Inspired by sister companies like Octopus Energy, we’re determined to achieve something rare among financial companies, by building one of the UK’s most loved and impactful brands, rooted in the trust and togetherness we share with our clients.
The role and opportunity
Over the last few years we have proven our financial coaching model can help transform the lives of our end clients. As our network of financial coaches and number of clients has grown considerably, we’re now looking to build a customer support team who can provide world class assistance and ensure our clients get the help they need.
This is a perfect role for someone who has 2 to 3 years of experience in a customer support / success or client facing role. We are looking for someone who loves helping people, and is excited about the opportunity to transform a million lives.
You will report to the Head of Financial Coaching, and work closely with our team of Coaches and Head Coaches to make sure all of our clients are looked after.
Day to day you will be
- Monitoring and responding to emails sent to our customer service mailboxes
- Taking inbound calls from clients and potential clients, answering their questions and making sure they get the help they need.
- Making outbound calls to clients and potential clients to confirm appointments and provide proactive support.
- Longer term you’ll be given the unique opportunity to spend up to 2 days per week completing our financial coach training course. You can then take on clients of your own as an accredited financial coach.
- Prioritising customer queries to determine workflow
There will be opportunities to progress as we look to scale the business significantly over the coming months and years. You will have the opportunity to develop into a Head Coach role working with our self-employed financial coaches or other leadership opportunities within the growing support team.
A genuine desire to help people
We are a mission-driven business, so it’s important that you can demonstrate a strong desire to help people and improve their lives.
An empathetic people person
You love speaking to people, helping them on their journey and hearing about their experiences.
Outstanding spoken and written communication skills
You can write and speak clearly. You provide a friendly and professional persona whether communicating via email or phone.
Attention to detail
You care about the little details, and make sure to remain organised even when there’s many competing priorities.
Skills and experience
- Ability to mitigate client/customer concerns or complaints and direct them to the appropriate teams
- Experience using a customer management system (CRM) preferred but not essential
- Experience using Outlook/Gmail to manage a shared customer service mailbox
About Octopus Group
Octopus is a group of companies which invests in the people, ideas and industries that will help to change the world. We collectively believe that the companies serving two of our most important needs – our financial wellbeing and our planet’s future – are failing. And we want that to change. We want everything we do, whether that’s in financial services or energy supply, to have a positive impact on the people it touches. The energy supply business - Octopus Energy is the #1 rated UK energy supply business, and the only one to be recommended by Which? three years in a row.
Perks & Benefits
Make a difference
We're on a mission to help millions of people improve their finances. Seeing the impact we can make on our client's lives is deeply rewarding, and motivates the whole team to keep doing more to improve our service. Our client feedback is extremely positive, with a rating of 4.8 out of 5 on Vouchedfor.
We currently operate a hybrid model which is a mix of office and remote. You'll have the option of working from home 2 days per week as well as from our central London office in Holborn.
Join a great team
We're a diverse team with decades of experience in financial services and a proven track record. We don't like office politics, and believe in treating everyone with transparency and respect.
Rapidly grow your career
We believe in hiring people who are better than us, and giving them opportunities to achieve great things. As we continue to scale up, there will be opportunities for ambitious new joiners to demonstrate their skills and take on bigger roles.
A stake in the company and team bonus
As a fast growing startup, we make sure that everyone in the team has skin in the game by giving them a stake in the future success of the company. In addition, we offer a team bonus, provided we meet our team goals.
Pension & other benefits
As an Octopus MoneyCoach employee you'll get access to a company pension and other benefits to make sure you're healthy and happy, now and in the future! We are working to evolve benefits as the company grows so this will only improve.
We believe in equal financial education for everybody, no matter their background. We pride ourselves on building an inclusive working environment where diversity is celebrated.
We do not and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.