Client Support Executive, Octopus Money
£30-40k
+ Share incentive plan
More information about location
3+ days a week in office (Holborn, London)
Making advice and investing accessible for all
Be an early applicant
Making advice and investing accessible for all
101-200 employees
Be an early applicant
£30-40k
+ Share incentive plan
More information about location
3+ days a week in office (Holborn, London)
101-200 employees
Company mission
To help millions of people take the first steps towards making their life dreams a reality.
Role
Who you are
- We’re looking for a Client Support Executive who is passionate about delivering outstanding service - the kind of service that gets things right first time and sets a new standard for our industry
- If you care deeply about the details, love creating friction-free client experiences, and want to grow your career in a fast-moving advice business, this role is for you
- You’ll need to bring at least 2 years of financial administration experience within a wealth planning or financial advice business, so you can hit the ground running and help us deliver exceptional service from day one
- We want people who take pride in getting things right first time
- People who are motivated by accuracy, clarity and doing the best possible job for clients, every single time
- Experienced in financial services administration: You’ve spent at least 2 years in a financial advice administration role and understand the importance of reliability and accuracy in a regulated industry
- Obsessed with delivering excellent service: You take pride in getting things right first time and you go above and beyond to make sure clients feel supported and confident
- Highly organised and detail-driven: You leave no loose ends. You keep things moving. You bring structure and clarity even when there’s a lot happening at once
- Pace, focus and energy: We move quickly, and that energises you. You’re comfortable with switching contexts, learning new systems and prioritising effectively
- A genuine desire to help people: You’re motivated by the impact great advice can have on someone’s life. You want clients to feel reassured, informed and looked after
- An excellent communicator: Clear, friendly and professional — whether you’re emailing a client, calling a provider or updating a colleague
- A problem-solver who improves things: You don’t just spot issues — you solve them. You’re curious, resourceful and always thinking about how to raise the bar
- A supportive team player: You celebrate wins together and rally around challenges together. You’re humble, collaborative and committed to the success of the whole team
What the job involves
- As a Client Support Executive, you will be at the heart of our client experience
- You’ll make sure every step of the onboarding and servicing journey feels smooth, transparent and reliable
- You’ll work closely with our planners and advisers to bring our advice to life ensuring clients’ money is in the right place, at the right time, with zero friction
- If you want to progress in financial planning, paraplanning or operations, we’re happy to fund professional qualifications and industry exams, including CII pathways, to help you build a long and successful career with us
- Deliver an onboarding experience that feels effortless - sending LOAs, gathering information and chasing providers to ensure clients are set up quickly, smoothly and correctly the first time
- Carry out AML and KYC checks with precision, making sure we meet regulatory requirements without adding friction for clients
- Implement advisers’ recommendations so clients’ money is invested in the right place at the right moment. This will include:
- Process transfers in and out of the Octopus Money platform with accuracy, care and great communication
- Action ad hoc client instructions including withdrawals, deposits and account updates quickly and correctly
- Keep CRM records immaculate, ensuring we have a live, accurate picture of where every client is and what needs to happen next
- Spot inefficiencies and drive improvements, helping us reduce errors and create a more reliable, predictable client experience
- Investigate issues thoughtfully, fix root causes and raise the bar for operational excellence
- Everything you do will contribute to building a reputation for service that’s thoughtful, responsive and consistently best-in-class
Salary benchmarks
Our take
Octopus Money believes that offering financial coaching to employees is the most effective way to improve their financial well-being. The company is a financial coaching start-up that aims to make useful financial advice accessible to everybody. According to the company, the employees who use its service - numbering at over 250,000 - save, on average, around £9700 per year.
The company differentiates itself through its business model - the service is free, and the company adopts upselling techniques. Octopus Money can easily be implemented by employers within their organisations, giving each employee their own expert financial coach for free. According to the company, most employees will then choose to upgrade their plans and become paying customers.
The business was formerly called Hatch and has been acquired by the Octopus Group. It also powers financial services firms aligned with its values to complement its financial coaching products, covering more bases to draw in a wider customer reach. Octopus Money already counts SecretEscapes, Epson, and Octopus Energy among its growing client base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 18 day “work from anywhere” allowance every year (you can choose to work from home or anywhere, including other countries)
- 6% company pension
- Enhanced maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 15 months: 6 months fully paid leave for primary carers, 2 months fully paid leave for secondary carers
- Private health insurance through Aviva
- Employee Assistance Programme offering a 24/7 confidential advice line for you and your immediate family members
- Discretionary up to 10% bonus at the end of each financial year, based on the performance of the company
- Access to the Octopus Group Share Incentive Plan
- Paid therapy via Spill
Company values
- Make Every Conversation Matter - We care deeply about how we make customers and colleagues feel – on every call, email, screen and event. It won’t always be perfect, but we’ll always work harder to keep making it better.
- Move with Urgency and Focus - We’re impatient to make remarkable things. We focus on what matters most, make fast initial progress and then iterate forward.
- Own It - We take full ownership of our work – from the smallest detail to the final outcome. We have the courage to break new ground, to hold ourselves and each other accountable, to tackle challenges head-on and find solutions that make a lasting impact.
Company HQ
Holborn, London, UK
Articles
Leadership
Ruth Handcock
(CEO)Founding member of Tandem Bank, former CEO of Octopus Investment and chairperson for Octopus Legacy, Seccl, amicable.
Diversity, Equity & Inclusion at Octopus Money
- 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.
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