At a Glance
- Tasks: Lead support for clients during tough times and improve service quality.
- Company: Octopus Money, a caring and inclusive financial services provider.
- Benefits: Hybrid working, performance bonuses, private medical insurance, and enhanced parental leave.
- Other info: Join a supportive team that values diversity and personal growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience supporting vulnerable clients and improving operational processes.
The predicted salary is between 45000 - 55000 £ per year.
The Customer Outcomes Manager will lead how Octopus Money supports clients through vulnerability, bereavement, and life’s hardest moments – building and continuously improving the kind of service we’d want our own families to receive.
That means balancing empathy with operational rigour, questioning whether we're doing enough for clients, and having the courage to improve things when we can do better.
This is a unique dual role – part strategic and part hands‑on.
You'll own the frameworks, processes and governance that underpin great customer outcomes, while also working directly with clients and handling complex cases.
You'll begin by embedding this approach in our Execution Only investing proposition, then expand it across all client-facing areas of the business.
This is not a Compliance role. Compliance defines what we need to achieve, but you will own how we deliver it in practice by building capability across the business.
About you
You have first hand experience supporting clients through some of life's hardest moments. You see beyond the process to the person.
You're comfortable wearing multiple hats at once: for example, working through the detail of a complex client case while you build a framework that stops the next one going wrong.
You set a high bar for yourself and others and can prove the difference you’ve made, not just describe it.
You’re energised by making things simpler, and you thrive in fast-paced environments with high levels of individual accountability.
Key responsibilities
- Own and continuously improve Octopus Money's approach to supporting vulnerable clients
- Develop practical frameworks, guidance and quality standards, and evidence that they're being applied consistently
- Personally manage and review cases to identify opportunities for improvement
- Lead quality assurance, case reviews and management information 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
- Bereavement
- Own and continuously improve our end-to-end bereavement service, including its service standards and turnaround times
- Manage bereavement cases and act as the escalation point for complex situations
- Maintain our operating model, guidance and service standards
- Develop specialist capability, oversee service quality, and use insight to improve the client journey
- Champion of customer outcomes
- Be the go-to expert on vulnerable clients, bereavement and other sensitive client situations
- Champion customer outcomes across the business, so great support becomes part of how everyone works
- Influence change and ensure customer outcomes are considered in new products, services and operational changes
- What you'll bring
- 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
We want people to grow here, to feel supported and to feel proud of the impact they make!
- You’ll get
- Hybrid working with 3 days in the office each week (Tuesday - Thursday)
- 18 days a year working from anywhere (for non regulated roles)
- Performance-based bonus
- 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
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.
We believe in equal financial education for everybody, no matter their background.
The same goes for opportunities within our team.
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.
Unfortunately we are unable to sponsor candidates and require a valid right to work in the UK
We are committed to providing a fair and accessible recruitment process.
If you have a disability or long-term health condition, please let us know if there are any reasonable adjustments you may need to assist you with your application or during the interview stage.
If you require any reasonable adjustments as part of the application process please state here, alternatively you can leave it blank.
You will have another opportunity to state any adjustments if you are invited to interview.
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Customer Outcomes Manager employer: Octopus Money
At Octopus Money, we pride ourselves on being a mission-driven employer that values personal growth and employee wellbeing. Our supportive work culture fosters collaboration and innovation, allowing you to thrive in a dynamic environment while making a meaningful impact on people's financial lives. With hybrid working options, generous benefits, and a commitment to inclusivity, we empower our team members to excel and feel proud of their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octopus Money. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Octopus Money before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Outcomes Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Octopus Money:Your cover letter is your chance to shine! Tell us why you want to work at Octopus Money specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Octopus Money!
How to prepare for a job interview at Octopus Money
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
