Coach Support Executive, Octopus Money
£30-40k
+ Group share incentive plan and for those who are not commission based we offer a team bonus provided we meet our team goals
More information about location
3 days a week in office (Holborn, London)
Making advice and investing accessible for all
Open for applications
Making advice and investing accessible for all
101-200 employees
Open for applications
£30-40k
+ Group share incentive plan and for those who are not commission based we offer a team bonus provided we meet our team goals
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 Coach Support Executive who cares about getting things right the first time and creating smooth, frustration-free client journeys
- This role is perfect for someone who enjoys solving problems, paying attention to detail, and being the go-to person when something in the client or coach journey doesn’t quite work
- If you like working across teams, fixing issues properly, and making a real difference behind the scenes in a modern financial planning business, this role is for you
- Experience in a client support, operations, or service role within financial services or a regulated environment
- Strong problem-solving skills, with the ability to investigate issues and see them through to resolution
- Excellent communication skills, with the ability to explain complex information simply and clearly
- High attention to detail and a focus on accuracy and doing things right the first time
- Comfortable working across multiple systems and managing competing priorities
Desirable
- Experience using Zendesk or similar ticketing systems
- Understanding of financial planning concepts (pensions, investments, cashflow, goals)
- Experience working with CRM systems and digital advice platforms
What the job involves
- Acting as the first point of contact for coach and client escalations, resolving issues through Zendesk and internal channels
- Managing support tickets from start to finish, investigating problems and owning them through to resolution
- Explaining financial or system-related issues clearly to clients and coaches, keeping journeys moving
- Processing cancellations, refunds, and account changes accurately and in line with internal controls
- You’ll work closely with coaches, financial planners, product and technology teams, helping us deliver smooth, reliable client journeys and a better experience for both clients and coaches
- In this role, success will be measured by:
- Issues and escalations being resolved accurately and within agreed timeframes
- Positive feedback from coaches and clients, with fewer repeat issues or follow-ups
- Clear identification of recurring problems and useful insights shared with product and tech teams that lead to improvements
Application process
- An intro call with our talent team
- A panel interview with a short task presentation
- A competency-based interview with the hiring manager
- A conversation focused on how you work and what you value
- We’ll keep it simple and respectful of your time, and you’ll meet the people you’ll actually work with. Our average process takes around four weeks but we’ll always work around your availability
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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