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About the Role
As a Customer Success Specialist, you will guide people through significant life decisions, ensuring they feel supported and confident. You will be the primary point of contact, acting as a trusted advisor to explain options clearly and manage the customer journey smoothly. This role requires blending empathy with commercial awareness to assist customers during emotional times and help them select appropriate services.
Responsibilities
- Be the first point of contact for customers via phone, email, and chat, guiding them with clarity, warmth, and confidence.
- Understand customer needs and recommend the right estate planning products and services.
- Lead consultations, explain options clearly, and help customers make informed decisions.
- Own the customer journey end-to-end, from initial enquiry to booking and document delivery, ensuring a seamless experience.
- Hit and exceed personal and team targets for engagement, conversion, and customer satisfaction.
- Keep accurate and confidential customer records.
- Share insights and ideas to improve processes, resources, and the overall customer experience.
- Collaborate across teams to drive efficiency and elevate service.
- Bring energy, initiative, and a problem-solving mindset to help the team grow and succeed.
Requirements
- A compassionate communicator who builds trust easily, especially during tough conversations.
- Experience in sales, customer service, estate planning, or other advisory roles.
- Target-driven and commercially aware, with a desire to help customers choose what’s right for them.
- Resilient and adaptable, with the ability to stay calm in high-pressure situations.
- Organised, attentive to detail, and comfortable managing multiple priorities.
- Proactive and solutions-focused, always thinking about how to make things better.
- Confident using CRM tools and technology.
- A team player who leads with kindness and genuinely cares about doing meaningful work.
Skills
- Communication
- Sales
- Customer Service
- Estate Planning
- Advisory
- Problem-solving
- CRM tools
- Technology
Location
- Work from anywhere in the world for up to 4 weeks per year
Work Type
- Full-time
Experience Level
- High-ownership environment
Salary/Compensations
- Competitive commission structure
Benefits
- Octopus share incentive scheme
- 27 days holiday + extra day off for your Birthday
- Work from anywhere in the world for up to 4 weeks per year
- Vitality Health & Life Insurance
- Pension scheme
- Enhanced parental leave
- Free Will & LPAs + discounts on other Octopus services
- Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme
- Octopus Giving: we match any charitable fundraising that you do up to £500
- Octopus Springboard: where we help our employees become fully-fledged entrepreneurs
- Dog friendly office
- Breakfast every day, snacks and wellness activities
About the Company
- Octopus Legacy is one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group.
- We are on a mission to scale, become a household name, transform a long-established industry, and help customers prepare for and find support after death.
- Octopus Legacy is the place to plan for death and find support after loss. We take cold processes and turn them into something more human, allowing people to share more than money.
- Founded by Sam after his mum died suddenly, we are a group of people who work in death because we’ve been affected by it.
- We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.
Equal Opportunity
- We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.