Senior Customer Support Executive - 12 month FTC

🏆 🎉 🏆 We're proud to announce we've won Advice firm of the year at the Money Marketing Awards 🏆 🎉 🏆 Senior Customer Support Executive 12-month Fixed-Term Contract (Maternity Cover) 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. If you're excited by building something exceptional rather than simply maintaining the status quo, we'd love to hear from you. About the role 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. What you'll be doing 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. You'll: 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. We're looking for someone who... Has experience supporting investment or wealth management clients and understands the world of ISAs, pensions and GIAs without needing a lengthy learning curve. Just as importantly, you're someone who: 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. 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. Base salary: £32,500–£37,000 depending on experience + benefits We want people to grow here, to feel supported and to feel proud of the impact they make! You’ll get: 18 days a year working from anywhere (for non regulated roles) Bonus for non-commission based roles Company pension Private medical insurance Enhanced parental leave Birthday day off A supportive team who care about what they do The chance to help people improve their lives 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 We’re part of the Octopus Group: a privately-owned business that’s been doing things differently for 25 years. Octopus sets out to build businesses that will outlive us and create a better world for future generations, including brands such as Octopus Energy, Octopus Investments and Octopus Legacy. -- 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. If you require support completing your application please contact [email protected]