Coach Support Executive in London

We are looking for a Coach Support Executive who cares about getting things right the first time and creating smooth, frustration‐free client journeys. This role is perfect for someone who enjoys solving problems, paying attention to detail, and being the go‐to person when something in the client or coach journey doesn’t quite work. If you like working across teams, fixing issues properly, and making a real difference behind the scenes in a modern financial planning business, this role is for you.

Our team plays a key role in delivering Octopus Money's mission. We work together to keep client journeys running smoothly, support coaches and financial planners, and fix issues quickly so clients get a clear and positive experience. We care about doing meaningful work, moving quickly, and learning as we go.

This is a great opportunity for someone who enjoys ownership, problem solving, and working with people. You will learn fast, work across the business, and see the impact of your work every day.

As a Coach Support Executive, your day will involve:

• Acting as the first point of contact for coach and client escalations, resolving issues through Zendesk and internal channels.
• Managing support tickets from start to finish, investigating problems and owning them through to resolution.
• Explaining financial or system‐related issues clearly to clients and coaches, keeping journeys moving.
• Processing cancellations, refunds, and account changes accurately and in line with internal controls.

You will work closely with coaches, financial planners, product and technology teams, helping us deliver smooth, reliable client journeys and a better experience for both clients and coaches.

In this role, success will be measured by:

• Issues and escalations being resolved accurately and within agreed timeframes.
• Positive feedback from coaches and clients, with fewer repeat issues or follow‐ups.
• 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: You care about how you make people feel. You communicate clearly, listen well and build trust with customers and colleagues. You want every interaction to move things forward.
• Move with urgency and focus: You like getting stuck in. You care about making progress, not perfection. You stay focused on what matters, learn quickly and find smart ways to keep things moving.
• Own it: You take responsibility for your work and the outcomes it creates. You are comfortable solving problems, making decisions and tackling challenges head on. You hold yourself to a high standard and want to make a real impact.

What we are looking for:

• Experience in a client support, operations, or service role 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, with the ability to explain complex information simply and clearly.
• High attention to detail and a focus on accuracy and doing things right the first time.
• 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 working with CRM systems and digital advice platforms.

As we scale, there will be opportunities to take on more responsibility and shape your role — whether that means developing deeper expertise in client journeys and operations, helping build out process improvements and ways of working, or progressing into product, operations, or leadership roles over time.

The interview process typically includes:

• 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

We will keep it simple and respectful of your time, and you will meet the people you will actually work with. Our average process takes around four weeks but we will always work around your availability.

In return for your contribution we offer a base salary: £30,000 to £40,000 DOE + benefits. We want people to grow here, to feel supported and to feel proud of the impact they make.

You will get:

• Hybrid working with 2 days at home each week (Monday and Friday)
• 18 days a year working from anywhere (for non-regulator roles)
• 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.
• 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 are part of the Octopus Group: a privately‐owned business that has been doing things differently for 25 years. Octopus sets out to build businesses that will outlive us and create a better world for future generations, including brands such as Octopus Energy, Octopus Investments and Octopus Legacy.

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. 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.

If you require support completing your application please contact Luke Stepney, Head of Talent at applications@octopusmoney.com