Senior Customer Support Executive, Octopus Money
12 Month FTC, Maternity Cover
£32.5-37k
+ Bonus for non-commission based roles
Zendesk
Senior and Expert level
London
More information about location
3 days a week in office (Holborn, London)
Making advice and investing accessible for all
Posted today
Making advice and investing accessible for all
101-200 employees
FintechB2CB2BPersonal financeFinancial Services
Posted today
£32.5-37k
+ Bonus for non-commission based roles
Zendesk
Senior and Expert level
London
More information about location
3 days a week in office (Holborn, London)
101-200 employees
FintechB2CB2BPersonal financeFinancial Services
Company mission
To become the most recommended financial services business in the UK.
Role
Who you are
- Has experience supporting investment or wealth management clients and understands the world of ISAs, pensions and GIAs without needing a lengthy learning curve
- Is obsessed with creating exceptional customer experiences
- Takes ownership and naturally steps forward when something needs fixing
- Loves improving processes and making things better for customers, teammates and the wider business
- Genuinely enjoys speaking to clients - you find real satisfaction in a good conversation, not just resolving a ticket
- Is comfortable working in a growing business where not every process is fully documented
- Enjoys collaborating across teams to find answers rather than waiting for someone else to solve the problem
- Brings energy, curiosity and ideas for continuous improvement
- Thrives in fast-moving environments where you can genuinely make an impact
- Communicates with warmth, confidence and empathy
- You'll probably enjoy this role if..
- You've worked in investment platforms or wealth management
- You enjoy solving problems that don't have obvious answers
- You get satisfaction from improving how things work, not just completing today's tasks
- You like being trusted to use your judgement
- You want your ideas to influence the wider business, not just your own workload
- You're excited by helping build something rather than simply inheriting it
- If you're excited by building something exceptional rather than simply maintaining the status quo, we'd love to hear from you
What the job involves
- Help us build the best customer support team in financial services
- Everyone knows the legendary customer service that made Octopus Energy famous
- That's exactly what we're building at Octopus Money
- We believe financial services doesn't have to feel slow, complicated or frustrating
- We want every interaction to leave clients feeling understood, supported and confident that someone genuinely cares about getting the right outcome
- We're looking for an ambitious Senior Customer Support Executive to join us on a 12-month maternity cover contract
- You'll become one of the most experienced members of our Customer Support team, helping deliver exceptional service every day while playing an important role in shaping how our support function evolves as we grow
- Yes, this role starts as a fixed-term contract. But we're also growing quickly, and we're looking for someone we'd love to keep
- If you're brilliant, there will be genuine opportunities to help shape and grow our Customer Support team beyond the initial contract
- Our Customer Support Team Lead is going on maternity leave, creating an opportunity for an experienced financial services professional to step into a senior operational role within a small, high-performing team
- You'll work alongside our Customer Support Manager, who is leading an ambitious transformation of the Customer Support function
- While she focuses on building the future of the team, you'll be the experienced operational presence that keeps everything running brilliantly day to day
- This isn't a traditional customer support role
- Customer Support sits at the heart of Octopus Money. The team doesn't just answer client questions - it influences product decisions, improves customer journeys, identifies operational improvements and helps shape new propositions across the business
- We believe the people speaking to customers every day are often the people with the best ideas. We actively encourage those ideas and give people the opportunity to make them happen
- You'll be the person the team turns to when things get complicated, making sure our clients continue to receive outstanding support while helping us continually improve how we work
- Deliver exceptional support across email and phone, setting the standard for every client interaction
- Own complex client queries involving investments, ISAs, pensions, withdrawals and platform operations
- Keep our Zendesk operation running smoothly, ensuring nothing falls through the cracks
- Support and guide colleagues when they need an experienced sounding board
- Work closely with teams across Product, Operations and Coaching to resolve issues and improve the client experience
- Spot opportunities to improve processes, remove friction and make life easier for both clients and colleagues
- Help us continually raise the bar for what great customer support looks like
- Why join Octopus Money?
- We're growing quickly and Customer Support is central to that growth
- Over the next 12–18 months we'll be significantly expanding our support function as our business evolves
- That means opportunities to help shape new ways of working, influence how the team develops and potentially grow into future leadership opportunities
- We can't promise what role that will be today
- What we can promise is that if you come in, make a real impact and help us build something exceptional, we'll want you to be part of what comes next
- If you're looking for somewhere you can genuinely influence the customer experience, be trusted to make things better and help build one of the best Customer Support teams in financial services, we'd love to hear from you
Salary benchmarks
Our take
Money shapes every part of life. Yet most people never get the support they need: Half of Brits reach retirement age without enough to live the the life they want, financial stress is a leading cause of poor mental health, only 8% of people have access to 1-to-1 financial advice. There's no shortage of information and what people actually need is clarity, guidance and a plan that makes sense to them.
That's where Octopus Money comes in. They bring together financial planning, investment expertise and smart technology so people can understand their options and take action with confidence.
They help build a clear plan for their savings, investments and pensions and make investing simple with managed portfolios built by experts. On top of this, they also support employers who want their teams to feel more secure and comfortable. So while some people may need regulated advice, others coaching, or both, their service adapts to every use case.
Freddie
Company Specialist at Welcome to the Jungle
Insights
B Corporation
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
Dan Marsh
(CEO)Dan joined Octopus in 2014 and quickly progressed through sales leadership roles to board level positions across the portfolio. Made CEO of Octopus Money in 2026.
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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