Customer Success Executive London, England
Job description
We are looking for an ambitious Customer Success Executive looking to play a pivotal role in a rapidly growing business. The team aspires to be the leading partner for every workplace in the UK for all things financial wellbeing. You have the potential to join this exciting mission early in the journey and accelerate your career.
We are on a mission to make it easy for everyone to get help with their money. Schools don't teach it, society makes it taboo and banks want to sell. It's time for a different way.
About Octopus MoneyCoach
Octopus MoneyCoach is a financial coaching and planning service. We've built the UK's largest network of financial coaches, and using our powerful software they've created thousands of financial plans that have transformed the lives of our clients.
Working with some of the top employers in the UK we provide financial coaching to the employees of household names like Sony, Moneysupermarket and Experian.
Inspired by sister companies like Octopus Energy, we're determined to achieve something rare among financial companies, by building one of the UK's most loved and impactful brands, rooted in the trust and togetherness we share with our clients.
The role and opportunity
Over the last few years, we've coached over 9,000 employees at some of the UK's leading workplaces. Our Customer Success team works with HR and Reward Leaders at these workplaces to help engage their employees with their financial wellbeing.
As a Customer Success Executive you will be responsible for delivering a smooth user experience for our clients (employers). You will have ownership over some of our key employer accounts and regularly interact with workplaces to help deliver a best in class customer experience.
You will report to the Head of Employer Success, and work closely within the Growth (Commercial) team.
If you have previous Customer Success, Relationship/Account Management experience, previously won over customers with your excellent communication and interpersonal skills, and want to develop your career within a fast growing company that rewards initiative, autonomy and team spirit, please get in touch!
Day to day you will:
- Resolve customer enquiries and escalate where appropriate.
- Have regular conversations with HR and Reward Leaders, to better understand their employee base, pilot new engagement ideas, get feedback on the service and answer any questions that they have.
- Organise and execute engagement campaigns with your HR contacts to drive employee engagement with their financial coaches.
- Build and nurture relationships within your key accounts.
- Finding opportunities to make the Customer Success function more efficient and scalable through automation.
About you
A genuine desire to help people
We are a mission-driven business, so it's important that you can demonstrate a passion and desire to help people and improve their lives.
Service excellence and customer obsession
You have a proven track record in delivering excellent customer journeys and outcomes for business clients. You will need to gain a deep understanding of our client's pain points to help evolve the solutions they need and implement these.
Meticulously organised and process driven
You have the experience required to execute processes that support the delivery of a 5 star customer experience and generate customer loyalty and advocacy at scale. You are able to spot inefficiencies in processes and work with our operations and technical teams to create automated solutions that help you do more with less.
Exceptional communication skills
From explaining evolving propositions to new communications ideas to data insights , you'll need to communicate complex ideas clearly and succinctly on a daily basis at any level of seniority. You have outstanding written and spoken communication skills.
Knowledge and skills required
- Experience in Customer Success / Account Management with B2B stakeholders
- Experience managing customer concerns/complaints to resolution or directing to the appropriate team(s)
- Able to take initiative and responsibility for projects, working well under own and guided direction
- Experience in juggling multiple priorities, delivering them to a high standard and on time
- Organised and able to deliver positive outcomes within reasonable timeframes
- Able to focus on customer needs and satisfaction; setting high standards for quality and quantity
Nice to have
- Some knowledge of implementing/improving process or the desire to learn
- Experience working with HR stakeholders
- A passion for financial wellbeing
In return for your contribution we offer a salary range of £30,000 - £40,000 DOE + Benefits
#LI-DNI
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
Octopus is a group of companies which invests in the people, ideas and industries that will help to change the world. We collectively believe that the companies serving two of our most important needs – our financial wellbeing and our planet's future – are failing. And we want that to change. We want everything we do, whether that's in financial services or energy supply, to have a positive impact on the people it touches. The energy supply business - Octopus Energy is the #1 rated UK energy supply business, and the only one to be recommended by Which? three years in a row.
Perks & Benefits
Make a difference
We're on a mission to help millions of people improve their finances. Seeing the impact we can make on our client's lives is deeply rewarding, and motivates the whole team to keep doing more to improve our service. Our client feedback is extremely positive, with a rating of 4.8 out of 5 on Vouchedfor.
Flexible working
We currently operate a hybrid model which is a mix of office and remote. You'll have the option of working from home 2 days per week (Monday and Friday) with the remainder from our central London office in Holborn.
Work from anywhere
We give an 18 day work from anywhere allowance to swap out the on site days or take some time working from another country.
Join a great team
We're a diverse team with decades of experience in financial services and a proven track record. We don't like office politics, and believe in treating everyone with transparency and respect.
Rapidly grow your career
We believe in hiring people who are better than us, and giving them opportunities to achieve great things. As we continue to scale up, there will be opportunities for ambitious new joiners to demonstrate their skills and take on bigger roles.
Share incentive plan and team bonus
Being part of Octopus we benefit from the group share incentive plan. In addition, for those who are not commission based we offer a team bonus provided we meet our team goals.
Pension, enhanced parental leave, private medical insurance & other benefits
As an Octopus MoneyCoach employee you'll get access to a company pension, enhanced parental leave, PMI and other benefits to make sure you're healthy and happy, now and in the future!
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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.
