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For Companies At a Glance
- Tasks: Support clients and coaches by resolving issues and ensuring smooth journeys.
- Company: Join Octopus Money, an award-winning firm transforming financial resilience.
- Benefits: Competitive salary, hybrid working, share incentives, and private medical insurance.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in client support and strong problem-solving abilities required.
- Other info: Opportunities for growth and shaping your role in a supportive team.
The predicted salary is between 30000 - 40000 £ per year.
We’re looking for a Coach Support Executive who cares about getting things right the first time and creating smooth, frustration‑free client journeys. If you enjoy solving problems, paying attention to detail, and being the go‑to person when something in the client or coach journey doesn’t quite work, this role is for you.
Our team plays a key role in delivering Octopus Money’s mission: keeping client journeys running smoothly, supporting coaches and financial planners, and fixing issues quickly so clients experience a clear and positive journey. We care about meaningful work, speed, and continuous learning.
About Octopus Money
We’re on a mission to transform lives by building financial resilience and wealth for everyone. Money shapes every part of life. Most people never get the support they need: half of Brits reach retirement age without enough to live the life they want; financial stress is a leading cause of poor mental health; only 8% of people have access to 1‑to‑1 financial advice. Octopus Money combines financial planning, investment expertise and smart technology so people can understand their options and act with confidence. Some need regulated advice, others coaching, many need both at different life stages. Our service adapts to each person’s needs so everyone can get real money support.
The role
- Act as the first point of contact for coach and client escalations, resolving issues through Zendesk and internal channels.
- Manage support tickets from start to finish, investigate problems and own them through to resolution.
- Explain financial or system‑related issues clearly to clients and coaches, keeping journeys moving.
- Process cancellations, refunds and account changes accurately and in line with internal controls.
You’ll work closely with coaches, financial planners, product and technology teams to deliver smooth, reliable client journeys.
Success will be measured by:
- Issues and escalations resolved accurately and within agreed timeframes.
- Positive feedback from coaches and clients, with fewer repeat issues.
- Clear identification of recurring problems and useful insights shared with product and tech teams that lead to improvements.
We Value People Who:
- Make every conversation matter – communicate clearly, listen well and build trust with customers and colleagues.
- Move with urgency and focus – drive progress, stay focused on what matters, learn quickly and find smart ways to keep things moving.
- Own it – take responsibility for work and outcomes, solve problems, make decisions and tackle challenges head on.
What We’re Looking For
- Experience in client support, operations or service within financial services or a regulated environment.
- Strong problem‑solving skills with the ability to investigate issues and see them through to resolution.
- Excellent communication skills, able to explain complex information simply and clearly.
- High attention to detail and focus on accuracy.
- Comfortable working across multiple systems and managing competing priorities.
Nice to have
- Experience using Zendesk or similar ticketing systems.
- Understanding of financial planning concepts (pensions, investments, cashflow, goals).
- Experience with CRM systems and digital advice platforms.
As we scale, opportunities will arise to take on more responsibility and shape your role – developing expertise in client journeys, operations, product or leadership roles over time.
The interview process
- An intro call with our talent team.
- A panel interview with a short task presentation.
- A competency‑based interview with the hiring manager.
- A conversation focused on how you work and what you value.
Our average process takes around four weeks but we’ll always work around your availability.
What’s In It For You
- Base salary: £30,000‑£40,000 DOE + benefits.
- Hybrid working – 2 days at home each week (Monday and Friday).
- 18 days a year working from anywhere (for non‑regulated roles).
- Group share incentive plan and a team bonus aligned to team goals.
- Company pension.
- Private medical insurance.
- Enhanced parental leave.
- Birthday day off.
- A supportive team that cares about what they do.
- The chance to help people improve their lives.
As a regulated business we are required to run background checks for all employees. These will only take place upon a successful job offer.
About Octopus Group
We’re part of the Octopus Group – a privately‑owned business doing things differently for 25 years, building businesses that will outlive us and create a better future. Brands include Octopus Energy, Octopus Investments and Octopus Legacy. We believe in equal financial education for everybody, regardless of background, and pride ourselves on building an inclusive working environment where diversity is celebrated. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Coach Support Executive employer: Octopus Money
Contact Detail:
Octopus Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Coach Support Executive
✨Tip Number 1
Get to know the company inside out! Research Octopus Money and understand their mission, values, and services. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Think of examples from your past experiences where you've resolved issues effectively. Be ready to share these during interviews to demonstrate your ability to own challenges and drive progress.
✨Tip Number 3
Brush up on your communication skills! Since you'll be explaining complex financial concepts, practice simplifying information. This will help you connect better with clients and coaches, making every conversation matter.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join our mission of transforming lives through financial resilience.
We think you need these skills to ace Coach Support Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in client support and problem-solving. We want to see how your skills align with the role of Coach Support Executive, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your ability to explain complex information simply. We love seeing examples of how you've effectively communicated with clients or colleagues in the past.
Highlight Attention to Detail: We’re all about getting things right the first time, so make sure to emphasise your attention to detail in your application. Share specific instances where your meticulous nature helped resolve issues or improve processes.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Octopus Money!
How to prepare for a job interview at Octopus Money
✨Know Your Stuff
Make sure you understand the role of a Coach Support Executive inside out. Familiarise yourself with common financial planning concepts and the tools like Zendesk that you'll be using. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved client issues or escalations. Highlight how you took ownership of the problem and what steps you took to ensure a smooth resolution. This aligns perfectly with what the company values in their candidates.
✨Communicate Clearly
Practice explaining complex information in simple terms. During the interview, focus on clear communication and active listening. This will demonstrate your ability to build trust with clients and colleagues, which is crucial for the role.
✨Be Ready to Discuss Continuous Learning
Octopus Money values continuous learning, so be prepared to talk about how you stay updated in your field. Share any relevant courses, certifications, or personal development initiatives you've undertaken. This shows your commitment to growth and improvement, which is key for success in this role.
