Vulnerable Client Outcomes Leader

Octopus Money; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working (3 days in the office)

18 days a year working from anywhere

Performance-based bonus

Company pension

Private medical insurance

Enhanced parental leave

Birthday day off

Supportive team

Opportunity to help people improve

Job summary

Octopus Money is seeking a Customer Outcomes Manager to lead how we support vulnerable clients, including bereavement, and to build practical frameworks that improve the client journey while balancing empathy with rigor.

You'll own governance and training, manage complex cases, and embed improved customer outcomes across products and operations, working in a fast-paced, regulated financial services environment with strong accountability.

Qualifications

• Significant hands-on experience supporting vulnerable clients and/or leading bereavement services within a regulated financial services environment.
• Experience designing or improving operational processes and service frameworks.
• Experience using QA, case reviews and MI to spot trends and drive outcomes.

Responsibilities

• 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.
• 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.
• 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.

Job description

Octopus Money is seeking a Customer Outcomes Manager to lead how we support vulnerable clients, including bereavement, and to build practical frameworks that improve the client journey while balancing empathy with rigor.

You'll own governance and training, manage complex cases, and embed improved customer outcomes across products and operations, working in a fast-paced, regulated financial services environment with strong accountability.