At a Glance
- Tasks: Guide customers through important decisions with empathy and clarity.
- Company: Join a purpose-driven team at Octopus Legacy, where your work truly matters.
- Benefits: Enjoy 27 days holiday, remote work options, and a competitive commission structure.
- Other info: Be part of a supportive team that values your ideas and growth.
- Why this job: Make a real impact by supporting people during emotional moments in their lives.
- Qualifications: Experience in customer service or advisory roles, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
The Role
As a Customer Success Specialist at Octopus Legacy (internally known as ‘Legacy Specialist’), you’ll guide people through some of the most meaningful decisions of their lives - and help them feel calm, confident and supported at every step. You’ll be the first voice our customers hear, the trusted advisor who explains their options clearly, and the problem-solver who ensures everything runs smoothly from the very first conversation to the final document. You’ll blend empathy with commercial awareness: supporting people during emotional moments while helping them choose the services that genuinely meet their needs. We want to be honest - it won’t be easy. You’ll be speaking to people at difficult and emotional moments in their lives, often when they need guidance and reassurance the most. You’ll sometimes deal with complexity, high emotion, and situations where you’re holding space for someone who really needs support. It takes resilience, calm under pressure, and the ability to stay warm and clear even when conversations are tough. But if you’re someone who finds purpose in helping people when it matters most - and you thrive in a fast-paced, high-ownership environment - this role can be incredibly rewarding. You’ll have the freedom to be human - no scripts, no robotic call targets. With the right tools, trust, and training, you’ll take full ownership of the customer journey and spot opportunities to add value.
Key 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.
Who Are You?
- A compassionate communicator who builds trust easily - especially when conversations are tough.
- 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 an 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.
Why You’ll Love It Here
- We’re part of a group that believes work should mean something. You’ll be trusted to do what’s right, supported to grow, and encouraged to share your ideas and shape the way we work.
- You’ll be part of a team you can truly count on - colleagues who support each other and always put customers first, every day and at every step of your journey.
- A fast-growing business with room to learn, grow and influence change.
- Plenty of opportunities to learn, develop your skills and make a real impact.
- Competitive commission structure, great benefits and opportunities to progress.
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.
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.
Customer Success Specialist employer: Octopuslegacy
At Octopus Legacy, we pride ourselves on being an exceptional employer that values meaningful work and personal growth. As a Customer Success Specialist, you'll be part of a supportive team that prioritises customer care while offering ample opportunities for professional development in a fast-paced environment. With competitive benefits, a commitment to inclusivity, and the freedom to make a real impact, you'll find purpose in helping others during their most significant life decisions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octopuslegacy. 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 Octopuslegacy 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 Success Specialist
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 Octopuslegacy:Your cover letter is your chance to shine! Tell us why you want to work at Octopuslegacy 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 Octopuslegacy!
How to prepare for a job interview at Octopuslegacy
✨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.
