Customer support analyst

Seccl; City of Edinburgh; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

A dynamic investment platform in Edinburgh seeks a Customer Support Analyst to join their team. This hybrid role requires a passion for customer service, where you'll support clients in utilizing technology while ensuring their voices are heard. Competitive salary and generous benefits including flexible holidays and learning opportunities are offered.

Benefits

Salary between £30,000 and £34,000

27 days holiday + bank holidays

Private medical insurance

Learning budget of £750

Qualifications

• Prior experience in a customer support role.
• Ability to handle multiple inquiries simultaneously.
• Proven problem-solving skills.

Responsibilities

• Serve as the main point of contact for clients.
• Handle customer queries with professionalism.
• Analyze data to improve customer experiences.
• Propose effective improvements for the service.

Skills

Customer-centric approach

Ability to remain calm under pressure

Strong communication skills

Job description

Hybrid role with 3 days a week in our Edinburgh office.

About us

Seccl is the Octopus-owned embedded investment platform that’s on a mission to helping more people to invest – and invest well.

We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years.

We’re also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.

Check out the Seccl website for the latest on our products and our mission to shape the future of investments.

The role

We’re looking for a Customer support analyst to join our Customer success team. This role is pivotal in supporting our clients to utilise our technology, providing exceptional service – one that people will remember and recommend us for. You will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved.

On a typical day you will be…

• Acting as the go-to person for our clients, working with teams across the business to make sure every question is resolved quickly and confidently.
• Taking calls and responding to emails with energy and professionalism, whether it’s a service query, an account update, a technical hiccup or something completely unexpected.
• Turning data into insight by generating reports, spotting trends, and highlighting recurring issues or brilliant new feature requests.
• Challenging the status quo by reviewing how we work and suggesting smarter, more effective ways to improve the customer journey.
• Finding fresh and creative ways to ‘wow’ our customers and make every interaction a memorable one.

This role’s for you if…

• You have a clear passion for supporting customers with some prior experience in a customer centric role
• You can remain calm under pressure
• You’re customer obsessed with the ability to put the client first and with a ‘can do’ attitude
• You’re a ‘people’ person who thrives off helping others

This role isn’t for you if…

• You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression
• You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet
• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen
• You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty

What’s in it for you…

We offer a generous mix of benefits for the things that really matter to our people, including:

• A salary between £30,000 and £34,000 – dependant on experience + reviewed annually
• 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave
• Two volunteering days per year
• Option to work abroad for up to six weeks a year
• Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget
• Length of service award – one month paid sabbatical at eight years
• 6% employer pension contribution, and life assurance
• Private medical insurance with AXA Health
• Enhanced Parental leave
• MacBook and up to £500 home office set up budget
• £750 per person learning budget
• Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace
• Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy
• Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts
• Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

Our culture

We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!