Customer Outcomes Manager

4 дн. назад

United KingdomEurope

The Customer Outcomes Manager leads client support through vulnerability and life challenges, improving service frameworks and handling complex cases.

Обязанности

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.
Vulnerable clients
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

Требования

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.

Условия

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.
If you require support completing your application please contact  people@.com .

Другое

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