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About the Role

We are seeking an ambitious Senior Customer Support Executive to join our team on a 12-month maternity cover contract. This role is crucial in delivering exceptional service and shaping the evolution of our support function as we grow. You will be an experienced operational presence, ensuring the team runs smoothly while the Customer Support Manager focuses on future development. This role influences product decisions, improves customer journeys, and identifies operational improvements.

Responsibilities

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 continually raise the bar for what great customer support looks like.

Requirements

Experience supporting investment or wealth management clients.
Understanding of ISAs, pensions, and GIAs.
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.
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.
Experience in investment platforms or wealth management.
Enjoys solving problems that don't have obvious answers.
Gets satisfaction from improving how things work, not just completing today's tasks.
Likes being trusted to use judgement.
Wants ideas to influence the wider business, not just their own workload.
Excited by helping build something rather than simply inheriting it.
Background checks required upon successful job offer, covering adverse financial and unspent convictions.

Skills

Customer Support
Zendesk
Investment
ISAs
Pensions
Withdrawals
Platform Operations
Process Improvement
Collaboration
Communication

Location

Remote (working from anywhere)

Work Type

12-month Fixed-Term Contract
Maternity Cover
Full-time

Experience Level

Senior

Salary/Compensations

£32,500–£37,000 depending on experience

Benefits

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

About the Company

We are 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.

Equal Opportunity

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.