Client Support Executive

🏆 🎉 🏆 We're proud to announce we've won Advice firm of the year at the Money Marketing Awards 🏆 🎉 🏆

We’re looking for a Client Support Executive who is passionate about delivering outstanding service - the kind of service that gets things right first time and sets a new standard for our industry. If you care deeply about the details, love creating friction-free client experiences, and want to grow your career in a fast-moving advice business, this role is for you. 

You’ll need to bring at least 2 years of financial administration experience within a wealth planning or financial advice business, so you can hit the ground running and help us deliver exceptional service from day one.

About Octopus Money

🐙We’re on a mission to transform millions of lives by building financial resilience and wealth for everyone 🐙

Money shapes every part of life. Yet 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

There’s no shortage of information. What people actually need is clarity, guidance and a plan that makes sense for them.

That’s where we come in.

Octopus Money brings together financial planning, investment expertise and smart technology so people can understand their options and take action with confidence. We help people build a clear plan for their savings, investments and pensions and make investing simple with managed portfolios built by experts. We also support employers who want their teams to feel more secure and in control. 

Some people need regulated advice. Others need coaching. Many need both at different points in life. Our service adapts to what each person needs. 

We believe everyone deserves money support that works for real life.

The role and opportunity
As a Client Support Executive, you will be at the heart of our client experience. You’ll make sure every step of the onboarding and servicing journey feels smooth, transparent and reliable. You’ll work closely with our planners and advisers to bring our advice to life ensuring clients’ money is in the right place, at the right time, with zero friction.

We want people who take pride in getting things right first time. People who are motivated by accuracy, clarity and doing the best possible job for clients, every single time.

Grow your career with us
We’re committed to developing outstanding talent. If you want to progress in financial planning, paraplanning or operations, we’re happy to fund professional qualifications and industry exams, including CII pathways, to help you build a long and successful career with us.

Day to day, you will:

• Deliver an onboarding experience that feels effortless - sending LOAs, gathering information and chasing providers to ensure clients are set up quickly, smoothly and correctly the first time.
• Carry out AML and KYC checks with precision, making sure we meet regulatory requirements without adding friction for clients.
• Implement advisers’ recommendations so clients’ money is invested in the right place at the right moment. This will include:
• Process transfers in and out of the Octopus Money platform with accuracy, care and great communication.
• Action ad hoc client instructions including withdrawals, deposits and account updates quickly and correctly.
• Keep CRM records immaculate, ensuring we have a live, accurate picture of where every client is and what needs to happen next.
• Spot inefficiencies and drive improvements, helping us reduce errors and create a more reliable, predictable client experience.
• Investigate issues thoughtfully, fix root causes and raise the bar for operational excellence.
• Everything you do will contribute to building a reputation for service that’s thoughtful, responsive and consistently best-in-class.

About you

• Experience in financial services administration: You’ve spent at least 2 years in a financial advice administration role and understand the importance of reliability and accuracy in a regulated industry.
• Obsessed with delivering excellent service: You take pride in getting things right first time and you go above and beyond to make sure clients feel supported and confident.
• Highly organised and detail-driven: You leave no loose ends. You keep things moving. You bring structure and clarity even when there’s a lot happening at once.
• Pace, focus and energy: We move quickly, and that energises you. You’re comfortable with switching contexts, learning new systems and prioritising effectively.
• A genuine desire to help people: You’re motivated by the impact great advice can have on someone’s life. You want clients to feel reassured, informed and looked after.
• An excellent communicator: Clear, friendly and professional — whether you’re emailing a client, calling a provider or updating a colleague.  
• A problem-solver who improves things: You don’t just spot issues — you solve them. You’re curious, resourceful and always thinking about how to raise the bar.
• A supportive team player: You celebrate wins together and rally around challenges together. You’re humble, collaborative and committed to the success of the whole team.

In return for your contribution we offer a salary of £30,000 - £40,000 DOE + benefits

We want people to grow here, to feel supported and to feel proud of the impact they make.

You’ll get:

• Hybrid working with 2 days at home each week (Monday and Friday)
• 18 days a year working from anywhere (for non regulated 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.

About Octopus Group
We’re part of the Octopus Group: a privately-owned business that’s 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.

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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.

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