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About the Role

Lead Octopus Money's client support through vulnerability, bereavement, and difficult life events, balancing empathy with operational rigor to ensure clients receive the best possible service. This role is both strategic, owning frameworks and processes, and hands-on, managing complex cases and client interactions. Initially focused on the Execution Only investing proposition, the role will expand across all client-facing areas.

Responsibilities

Own and continuously improve Octopus Money's approach to supporting vulnerable clients.
Develop practical frameworks, guidance, and quality standards for vulnerable client support.
Evidence consistent application of vulnerable client support standards.
Personally manage and review cases to identify improvement opportunities.
Lead quality assurance and case reviews to drive better customer outcomes.
Build capability across the business through training, coaching, and the Vulnerable Client Working Group.
Embed vulnerability considerations into products, services, and operational change.
Own and continuously improve the end-to-end bereavement service, including service standards and turnaround times.
Manage bereavement cases and act as an escalation point for complex situations.
Maintain the operating model, guidance, and service standards for bereavement.
Develop specialist capability, oversee service quality, and use insight to improve the client journey.
Act as the go-to expert on vulnerable clients, bereavement, and sensitive client situations.
Champion customer outcomes across the business.
Influence change and ensure customer outcomes are considered in new products, services, and operational changes.

Requirements

Significant hands-on experience supporting vulnerable clients and/or leading bereavement services within a regulated financial services environment.
A track record designing or improving operational processes and service frameworks.
Experience using QA, case reviews, and MI to spot trends and drive outcomes.
Experience building capability through coaching and training.
Experience translating regulatory requirements into practical operational processes.
Background checks are required, covering adverse financial and unspent convictions, upon a successful job offer.

Skills

Empathy
Operational rigor
Strategic thinking
Hands-on case management
Framework development
Process improvement
Quality assurance
Training
Coaching
Stakeholder influence

Location

Hybrid

Work Type

Hybrid working with 3 days in the office each week (Tuesday - Thursday)
18 days a year working from anywhere (for non regulated roles)

Experience Level

Depending on experience

Salary/Compensations

£55,000-£65,000

Benefits

Performance-based bonus
Company pension
Private medical insurance
Enhanced parental leave
Birthday day off
Supportive team environment
Opportunity to help people improve their lives

About the Company

We want people to grow here, to feel supported and to feel proud of the impact they make!
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.