We help our clients to improve their finances and achieve their most important life goals. Join our coaching team to help us transform millions of lives by providing a world class experience for our coach community and clients.
About Octopus Money
At Octopus Money, we’re on a mission to make money advice accessible to all – because the right advice can turn your life dreams into reality.
The facts are alarming: half of Brits reach retirement age without enough money to live the life they want, financial stress is a leading cause of poor mental health and only 8% of us have access to 1-to-1 advice.
There’s plenty of information out there, but most of us just wish that someone we trust would tell us what to do with our money!
With Octopus, you get a personalised plan and a friendly expert to help you make it happen. We combine advisers, coaches and technology to understand your situation and recommend the right steps for your savings, investments, pensions and more. Then, we make it easy to invest in a custom portfolio, managed by experts.
We believe everyone deserves personal, 1-to-1 advice with their money.
The role and opportunity
Over the last few years we have proven our coaching model can help transform the lives of our customers. As our network of money coaches and customer base has grown considerably, we’re expanding the coaching team.
This is a perfect role for someone who has a grounding in a customer support / success or client facing role and is looking to do something meaningful. We are looking for someone who loves helping people, enjoys providing a world class service and is excited about the opportunity to transform millions of lives.
You will report to the Head of Coaching, and work closely with our team of Head Coaches to make sure all of our coaches and clients are looked after.
Day to day you will be:
- Monitoring and responding to queries raised by our self employed coaching network
- Monitoring, investigating and responding to client feedback concerns and service issues
- Reviewing client lists and resolving data anomalies
- Overall responsibility for supporting the Coaching community, including communication and outreach to internal and external stakeholders
- Liaising with stakeholders across the business to problem solve and support the coaching network
- Liaising with clients when appropriate to support coaches delivering an excellent customer service
There will be opportunities to progress as we look to scale the business over the coming months and years. You could develop into a leadership role by transitioning to be a Head Coach supporting the self-employed coaches.
About You
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
- At least 1 years experience mitigating customer concerns and working with stakeholders across a business to solve the root cause
- Knowledge using Outlook/Gmail to manage a shared mailbox
- Experience creating slide decks
- Experience using a customer relationship management system (CRM)
- Experience using Zendesk and / or other customer service solutions
- Experience manipulating data in excel
- Experience supporting or managing a network preferred but not essential
In return for your contribution we offer a salary of £35,000 - £40,000 DOE + benefits.
Please note, as a regulated business we are required to run background checks for all employees which covers adverse financial and unspent convictions. These will only take place upon a successful job offer.
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.
Flexible working
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 (Monday and Friday) with the remainder from our central London office in Holborn.
Work from anywhere
We give an 18 day work from anywhere allowance to swap out the on site days or take some time working from another country. Due to regulations this does not apply to individuals that give regulated financial advice.
Join a great team
We're a diverse team with decades of experience in financial services and a proven track record. We 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.
Share incentive plan and team bonus
Being part of Octopus we benefit from the group share incentive plan which means we can buy shares via salary sacrifice. For those who are not commission based we offer a team bonus of up to 10% provided we meet our team goals. The % allocation is determined on the basis of our collective performance.
Pension, enhanced parental leave, private medical insurance & other benefits
As an Octopus Money employee you'll get access to a company pension, enhanced parental leave, PMI and other benefits to make sure you're healthy and happy, now and in the future!
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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, disability status or any other protected characteristic.
