Customer support delivery lead

Hybrid working with three days a week in our London or 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We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better.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 are looking for a Customer support delivery lead to join us, reporting into our Customer director and working closely with cross-functional teams across the business. This is an exciting opportunity toto support the evolution of our B2B support function as we continue to grow, with a focus on building a more scalable, automation and technology enabled, outcome-driven operation.

The Customer team is focused on delivering high-quality, outcome-focused support for our B2B clients. The team plays a key role in driving efficiency, improving customer experience, and enabling scalable support through the use of automation, data, and tooling, with a strong focus on continuous improvement and operational excellence.

On a typical day you will be…

• Leading service delivery to ensure high quality, outcome focused support for B2B clients

• Designing and implementing scalable, automated support processes

• Leveraging tools such as Zendesk to optimise workflows and improve customer interactions

• Using data and reporting to track KPIs, identify trends and inform improvements

• Acting as an escalation point for complex issues, including complaints and incidents

• Developing and evolving customer communication approaches for a B2B audience

• Driving continuous improvement by identifying inefficiencies and implementing solutions

• Leading, coaching and developing a high performing team

This role’s for you if...

• You have experience leading and evolving customer support teams, ideally within a B2B fintech environment

• You have experience designing automated workflows and scalable operating models

• You take a technology driven approach, with experience using platforms such as Zendesk (or similar)

• You are delivery focused, with a strong emphasis on outcomes and measurable impact

• You are data driven, with the ability to translate insights into actionable improvements

• You have experience managing and developing high performing teams

• You are a pragmatic problem solver, able to balance immediate fixes with longer term improvements

• You have technical awareness (API experience would be desirable)

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 £55,000 and £75,000 – 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.

Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team.

Interview process

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this, (following an initial chat with one of our Talent team):

• First stage – 45 mins competencies-based interview with the hiring manager

• Second stage – one-hour technical interview or assessment

• Final stage – 45 mins bar-raiser culture-based interview

⏳ We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying.

🌈 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!

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